Professional Documents
Culture Documents
Support Handbook
Contents
Overview.........................................................................................................................4
Severity Level Guidelines & Response Time Objectives ...............................................10
Customer Responsibilities ............................................................................................10
Satisfaction Surveys ..................................................................................................... 11
Premium Support .............................................................Error! Bookmark not defined.
Appendix A: IBM Digital Analytics ..............................................................................12
Appendix B: IBM Cross-Channel Marketing Optimization .......................................15
Appendix C: IBM Smarter Cities On Cloud ................................................................17
Appendix D: IBM Sterling ..........................................................................................19
Appendix E: IBM Commerce on Cloud ......................................................................22
Appendix F: IBM DemandTec ....................................................................................23
Appendix G: IBM Blueworks Live ............................................................................25
Appendix H: IBM SPSS Modeler Gold on Cloud ..................................................27
Appendix I: IBM Watson Health .................................................................................29
Appendix J: IBM Algo Risk Service on Cloud ............................................................32
Appendix K: IBM Emptoris ........................................................................................33
Appendix L: IBM Cognos Disclosure Management .................................................44
Appendix M: IBM Algo One Managed Data Services on Cloud..................................45
Appendix N: IBM Watson ........................................................................................47
Appendix O: IBM Sales Performance Management Products....................................49
Appendix P: IBM Service Engage (formerly Cloud and Smarter Infrastructure SaaS (aka
Tivoli)) ...........................................................................................................................52
Appendix Q: IBM Multi-Enterprise Relationship Management on Cloud ....................54
Appendix R: IBM Bluemix ..........................................................................................56
Appendix S: IBM Security Trusteer ............................................................................60
Appendix T: ECM SaaS Offerings: IBM Navigator and Watson Curator ..................62
Appendix U: Watson Campaign Automation formerly IBM Marketing Cloud .................64
Appendix V: IBM API Management ...........................................................................68
Appendix W: IBM Application Security on Cloud .......................................................71
Appendix X: Cloudant, an IBM Company ..................................................................73
Appendix Y: IBM Watson Analytics ............................................................................75
Appendix Z: IBM App Connect Professional on Cloud ...............................................77
Appendix AA: IBM Payments Gateway & IBM Pay .................................................80
Appendix AB: IBM QRadar on Cloud .........................................................................83
Appendix AC: IBM MaaS360 ......................................................................................84
Appendix AD: IBM OpenPages GRC on Cloud .......................................................86
Appendix AE: IBM Tealeaf Customer Experience on Cloud .......................................87
Appendix AF: IBM Mobile Customer Engagement (Xtify)...........................................89
Appendix AG: IBM Cognos Analytics on Cloud ..........................................................91
Appendix AH: IBM Decision Optimization on Cloud ...................................................92
Appendix AI: IBM Pure Application Service ...............................................................93
Appendix AJ: IBM Universal Behavior Exchange (UBX) ............................................94
Appendix AK: IBM Integration Bus on Cloud .............................................................95
Appendix AL: IBM Cloud Identity Connect (Formerly known as Cloud Security Enforcer)
.....................................................................................................................................96
Appendix AM: IBM Compose.....................................................................................98
Appendix AN: IBM Digital Experience on Cloud.........................................................99
Appendix AO: IBM Planning Analytics and IBM Concert .......................................101
Appendix AP: IBM Cloud Brokerage ( previously Gravitant ) ...................................102
Appendix AQ: IBM Insight Cloud Services ...............................................................105
Appendix AR: IBM Collaborative Lifecycle Management and IoT Continuous Engineering
...................................................................................................................................107
Appendix AS: IBM Regulatory Compliance Analytics ...............................................108
Appendix AT: IBM Coplink on Cloud ........................................................................ 110
Appendix AU: IBM Behaviour Based Fan Insights .................................................. 112
Appendix AV: IBM Industry Solutions....................................................................... 113
Appendix AW: IBM ECM SaaS Offerings: Actiance .................................................. 114
Appendix AX: IBM Watson Customer Experience Analytics(CXA) ........................... 116
Appendix AY: Watson IoT : IBM Predictive Solutions and IBM Enterprise Asset and
Facility Management .................................................................................................. 119
Appendix AZ: IBM X Force Exchange Commercial API ...........................................123
Appendix BA: IBM Cloud Video Media ......................................................................125
Appendix BB: IBM z Operational Insights ................................................................127
Appendix BC: IBM Watson Virtual Agent...............................................................129
Appendix BD: IBM Cloud UrbanCode Deploy ..........................................................131
Appendix BE: IBM Weather Company Data ............................................................134
Appendix BF IBM Application Integration Suite on Cloud .......................................135
Appendix BG: IBM Support Enablement for Box .....................................................136
Appendix BH: IBM Resilent Incident Response Platform ........................................138
Appendix BI: IBM Cloud Video Streaming .............................................................140
Appendix BJ: IBMWatson Marketing Insights ..........................................................142
Appendix BK: IBM Watson Content Hub ................................................................144
Appendix BL: IBM The Weather Company Alerts ...................................................145
Appendix BM: IBM The Weather Company Advanced Analytics .............................146
Appendix BN: IBM The Weather Company Energy Offerings .................................147
Appendix BO: IBM ECM SaaS Hosted Offerings ...................................................148
Appendix BP: IBM BigFix Enhanced Management for Windows 10 and OS X .......150
Appendix BQ: IBM QRadar Advisor with Watson ....................................................152
Appendix BR: IBM Db2 on Cloud ...........................................................................153
Appendix BS: IBM Db2 Warehouse on Cloud.........................................................154
Appendix BT: IBM Cloud Management Console for Power Systems ......................155
Appendix BU: IBM X-Force Malware Analysis On Cloud ........................................156
Appendix BV: IBM Digital Commerce .....................................................................158
Appendix BW: IBM Order Management..................................................................159
Appendix BX: IBM Store Engagement....................................................................160
Appendix BY: IBM Configure Price Quote ..............................................................161
Appendix BZ: IBM Call Centre................................................................................162
Appendix CA: IBM Forms Experience Builder on Cloud .........................................163
Appendix CB: IBM Fast Data for Business (Cloud Service) ....................................164
Appendix CC: IBM Cognos Controller on Cloud...................................................165
Overview
Our IBM Software as a Service (SaaS) Support Handbook details the support services, support
resources, contact information, and best practices for contacting Customer Support to help facilitate
effective responses and issue resolution to our clients support needs.
IBM Offerings Included in this Support Handbook
IBM Digital Analytics AdTarget
IBM Digital Analytics Digital Data Exchange
IBM Digital Analytics Enterprise Analytics
IBM Digital Analytics Impression Attribution
IBM Digital Analytics Recommendations
IBM Digital Analytics Lifecycle
IBM Digital Analytics LIVE-mail
IBM Digital Analytics Multi Channel Analytics
IBM Digital Analytics Search Marketing
IBM Digital Analytics Social Analytics
IBM Digital Analytics Digital Analytics
IBM Cross-Channel Marketing Optimization Email Optimization
IBM Cross-Channel Marketing Optimization Marketing Operations OnDemand
IBM Intelligent Operations Center on Cloud
IBM Intelligent Transportation on Cloud
IBM Intelligent Water on Cloud
IBM Intelligent Operations Center on Cloud for Emergency Management
IBM Sterling Supply Chain Visibility
IBM Sterling Supplier Portal
IBM Sterling Supply Chain Visibility Vendor Compliance
IBM Sterling B2B Integration Services (B2B Services include Collaboration Services and Integration
Services or Managed Services)
IBM Sterling B2B Services - Collaboration Services
IBM Sterling B2B Services - Integration Plus - Client Services Process Support Subscription
IBM Sterling B2B Services - Integration Plus - Client Process Support with Client Customer
Support Subscription
IBM Sterling Data Synchronization Manager
IBM Sterling Web Forms
IBM Sterling Configure, Price, Quote Service
IBM Sterling Order Management Service
IBM Commerce on Cloud
IBM Commerce Service
IBM Commerce Insights
IBM Commerce Insights for Watson Analytics
IBM DemandTec Price Management
IBM DemandTec Price Optimization
IBM DemandTec Promotion Planning
IBM DemandTec Promotion Optimization
IBM DemandTec Promotion Execution
IBM DemandTec Markdown Optimization
IBM DemandTec Deal Management for Retail
IBM DemandTec Shopper Insights for Retail
IBM DemandTec Assortment Optimization for Retail
IBM DemandTec Strategic Marketing Planning
IBM DemandTec Strategic Trade Planning
IBM DemandTec Customer Trade Planning
IBM DemandTec Post Event
IBM DemandTec Proofing Manager
IBM DemandTec Publishing Manager for Adobe InDesign
IBM DemandTec Connect3 (one name)
IBM DemandTec Rebuy Optimization
IBM DemandTec Lifecycle Pricing for Softlines
IBM DemandTec AIS Markdown Xpert
IBM DemandTec AIS Purged SKU
IBM DemandTec AIS Replenish Xpert
IBM DemandTec Bill Distribution
IBM DemandTec Deal Data Extract
IBM Blueworks Live
IBM SPSS Modeler Gold on Cloud
IBM Analytical Decision Management Software as a Service
IBM SPSS Data Collection on Cloud
IBM SPSS Modeler on Cloud
IBM Watson Health
IBM Algo Risk Service on Cloud
IBM Emptoris
IBM Emptoris Contract Management Buy Side
IBM Emptoris Program Management
IBM Emptoris Supplier Lifecycle Management
IBM Emptoris Sourcing
IBM Emptoris Services Procurement
IBM Emptoris Spend Analysis
IBM Emptoris Vendor Management System
IBM Cognos Disclosure Management
IBM Algo One Managed Data Services on Cloud
IBM Digital Marketing Optimization
IBM Digital Analytics
IBM Marketing Center
IBM Watson Engagement Advisor
IBM Sales Performance Management Products
IBM Incentive Compensation Management
IBM Producer Lifecycle and Credential Management
IBM Quota Management
IBM Sales Planning
IBM Territory Management
IBM Application Performance Management
IBM Workload Automation - Software as a Service
IBM Enterprise Asset Management on Cloud (Maximo)
IBM Enterprise Asset Management Inventory Analytics on Cloud (Maximo Inventory Insights)
IBM Control Desk on Cloud
IBM Spectrum Control Storage Insights
IBM Facilities and Real Estate Management on Cloud (TRIRIGA)
IBM Multi-Enterprise Relationship Management on Cloud
IBM Bluemix
IBM Security Trusteer
IBM Navigator
Watson Campaign Automation formerly IBM Marketing Cloud
Silverpop CRM
Silverpop Deliverability
IBM API Management
IBM Application Security on Cloud
IBMWatson Curator
IBM Cloudant Dedicated Cluster
IBM Watson Analytics
IBM App Connect Professional on Cloud
IBM Payments Gateway & IBM Pay
IBM QRadar on Cloud
IBM MaaS360
IBM OpenPages GRC on Cloud
IBM Tealeaf Customer Experience on Cloud
IBM Mobile Customer Engagement (Xtify)
IBM Cognos Analytics on Cloud
IBM Decision Optimization on Cloud
The guidelines set forth in this support handbook apply only to the IBM SaaS offerings listed above. For
IBM SaaS offerings not included in this handbook, please refer to their respective support websites for
information.
Cloud and SaaS Support
Our SaaS Support teams are available to assist with technical issues of varying degrees of severity.
There may be occasions where the Support teams may not be able to answer all your questions, but they
will engage other groups within the company, including Operations and/or Development to help provide
answers to you.
Response time objectives described herein are intended to describe IBM's goals only, and do not
represent a guarantee of performance.
Customer Responsibilities
You may be surprised to learn you play a key role in assisting us when you have questions about or have
encountered problems with your SaaS offering. Information that you provide about your system and/or
problem at hand is often key to resolving your issue.
We have found that the following practices can help the Customer Support team to better understand your
problem and more effectively respond to your concerns, as well as help you make the best use of your
time:
Premium Support
The IBM Software Accelerated Value Program for SaaS (AVP for SaaS) is an evolving suite of flexible
and premium support services tailored to customers needs and delivered on a recurring basis for an
additional charge. The offerings include:
1. Client advocacy -- An assigned account manager who will work with you to gain an
understanding of your business objectives and how the SaaS offering you purchased fits into your
business eco-system. Your account manager acts as a point of contact and is your assigned
advocate within IBM.
2. Technical Account Management -- An assigned technical team or resource for technical
consulting.
3. Business Support -- An assigned team of product and industry experts who provide ongoing
assistance to help you leverage the SaaS offerings to help you achieve your targeted business
objectives.
Dedicated Business Support - An assigned product expert to supplement the needs of your
team. Provides functional expertise for a particular area of your business.
4. Custom Support -- Assigned resources to provide you with a level of support above our basic
Customer Support model. This may include customized after hours support, language support,
and response times.
Not all Premium Support offerings are available for all IBM SaaS offerings. The level of support, service
and cost for premium support are defined in the customers contract.
Appendix A: IBM Digital Analytics
US: 1-866-493-2673
Other Countries Toll
Number: 1-303-354-5021
Live Chat is available from the home page of the IBM Client Success Portal for business
support questions.
The IBM Client Success Portal and the Watson CX analytics (CXA) applications are interlinked, so
the Support Portal requires the User Name, and Password to logon as the customer experience
analytics (CXA) user. After your Watson CX analytics analytics (CXA) administrator grants you
access to the Watson CX analytics (CXA), you will have access to the IBM Client Success Portal.
Hours of Operation
The Customer Support team is available to provide support via the following channels:
After Hours Support (outside of regular operating hours stated above) is available only for Severity 1
issues on business days/evenings, weekends and holidays.
To request After Hours Support, open a Sev 1 ticket in the portal or please call the support line for your
country from the phone numbers listed above and follow the prompts. Please note the following information
is required for assistance:
Name
Phone Number
E-mail Address
Please contact Customer Support via one of the following channels: IBM Client Success Portal or
phone.
Client Success portal: Once your Support Portal ticket has been logged, we review each ticket and assign
a severity based on the issue details submitted. Each ticket is followed through to closure by Watson CX
analytics (CXA) Customer Support personnel.
Phone: We will attempt to answer your questions on the phone. If we determine that we can better
serve you by researching the questions while you are not waiting on the phone, we will create a
ticket to continue the investigation.
Escalation Process
This escalation process is made available for any customer who wishes to pursue a particular
concern regarding an open support request.
Customers should submit a new ticket via http://support.ibmcloud. With the issue summary with the word
as Escalation in subject line of ticket and submit that in support portal.
Reason for the escalation request on previously submitted tickets (please include ticket#), so we may
prioritize your requests accordingly.
Note: To appropriately notify the management team, please do not request an escalation through a
comment in an open ticket or forward a tracking system e-mail that you have already received as a
response. Please note that while we may be able to process some requests quickly, there may be
questions or issues that require a longer time for analysis..
Severity Examples
Below are some common examples of support issues and suggested severity levels. These
examples are general guidelines for informational purposes only.
1
Critical to business
Impact/service down:
Business critical functionality is inoperable or
Critical interface has failed. This usually applies
to a production environment and Within 1 hour 24x7
Indicates an inability to access services
Resulting in a critical Impact on operations. This
condition requires an immediate
Solution.
Hours of Operation
Marketing Operations OnDemand: 8 AM to 5 PM U.S. Eastern Time, Monday to Friday (excluding
holidays)
Email Optimization: 9 AM to 8 PM U.S. Eastern Time, Monday to Friday (excluding holidays)
Supported Language(s)
English
Escalation Process
This escalation process is made available for customers who wish to pursue a particular concern
regarding an open support request.
Please submit a new ticket via mktgops@us.ibm.com for Marketing Operations OnDemand or
emailopt@us.ibm.com for E-mail Optimization an issue summary or e-mail subject line of Escalation and
the following information in the body of the ticket:
Ticket number needing escalation in the format of 5377-xxxxxxx. Please do not use the #5377 or
copy from a ticket e-mail that was received. This contains code that will not be seen by our
alerting system.
Reason for the escalation request on previously submitted tickets (please include Client ID that
was used to open this ticket), so we may prioritize your requests accordingly.
Note: To appropriately notify the management team, please do not request an escalation through a
comment in an open ticket or forward a tracking system e-mail that you have already
received as a response. Please note that while we may be able to process some requests
quickly, there may be questions or issues that require a longer time for analysis.
Severity Examples
Below are some common examples of support issues and suggested severity levels. These examples are
general guidelines for informational purposes only.
Severity Examples
Hours of Operation
The Customer Support team is available to provide support via the following channels:
IBM Client Success Portal: 24 x 7
Phone and Email:
North America: 8 AM to 8 PM U.S. Eastern Time, Monday to Friday (excluding holidays)
Europe: 8 AM to 5 PM Central European Time, Monday to Friday (excluding holidays)
Asia Pacific: 8 AM to 5 PM India Central Time, Monday to Friday (excluding holidays)
Supported Language(s)
English
Severity Examples
Below are some common examples of support issues and suggested severity levels. These examples are
general guidelines for informational purposes only.
Severity Examples
IBM Sterling Supply Chain Visibility and IBM Sterling Supply Chain Visibility Vendor Compliance
Phone: +1-888-558-7509
E-mail: sterlingsaas_support@us.ibm.com
IBM Client Success Portal: https://support.ibmcloud.com
E-mail: managedSaaS_support@us.ibm.com
IBM Client Success Portal: https://support.ibmcloud.com
Hours of Operation
IBM Sterling B2B Services - Collaboration Network, IBM Sterling Supply Chain Visibility and IBM Sterling
Supply Chain Visibility Vendor Compliance, IBM Sterling Supplier Portal, IBM Sterling Web Forms
8:00 AM to 11:00 PM Eastern Time, Monday to Friday (excluding holidays)
Supported Language(s)
For IBM Sterling B2B Services - Collaboration Network, IBM Sterling Supply Chain Visibility
and IBM Sterling Supply Chain Visibility Vendor Compliance, IBM Sterling Supplier Portal, IBM
Sterling Web Forms, the supported languages are: English, French, German, Dutch, Italian,
Spanish
For IBM Sterling Data Synchronization Manager, the supported language is English.
For IBM Sterling B2B Integration Services (Managed Services), please reference your Support
Plan for Supported Languages.
Severity Examples
Below are some common examples of support issues and suggested severity levels. These examples are
general guidelines for informational purposes only.
Severity Examples
IBM Sterling B2B Services - Collaboration Network, IBM Sterling Supply Chain Visibility and IBM
Sterling Supply Chain Visibility Vendor Compliance, IBM Sterling Supplier Portal, IBM Sterling Web
Forms
1 Data loss
Unable to send/receive data through mailbox communications;
Unable to process time critical data for their business partners
2 Data delay in processing time for critical data, but still able to send/receive via
mailbox
Receiving error messages in communication to the network
Mapping errors
3 How-to and general questions
Value-add setup requests for mailbox maintenance
4 Enhancement requests for specific solution
Questions on functionality of solutions/services
All severities Please reference your Support Plan for severity level examples
Appendix E: IBM Commerce on Cloud
The support information provided in this section applies to these offerings: IBM Commerce Service,
IBM Sterling Order Management Service, IBM Sterling Configure, Price, Quote Service, IBM
Commerce Insights and IBM Commerce Insights for Watson Analytics
https://www.ibm.com/planetwide/
The Commerce on Cloud Customer Support team is available from Monday through Friday, 8:00 AM to
5:00 PM in the customer's chosen time zone, excluding IBM designated holidays.
Severity 1 issues are responded to 24 x 7. (Please see the Severity level guideline and Response Time
Objective chart listed at the beginning of this document for response descriptions to all levels of
severities). To request After Business Hour Support for a Severity 1 issue, please submit a request to IBM
Support Portal describing the issue and select 1 as the ticket Severity. Although opening a Severity 1
ticket provides an immediate reference number and pages out the support team, a phone call will also
help to alert the team as quickly as possible.
All non-Sev 1 issues, if submitted after business hours, will be responded to during the next business day
according to the Severity Level Guidelines & Response Time Objectives at the beginning of this
document.
Supported Language(s)
English
Escalation Process
If at any point you feel we are not meeting our commitments, please use the escalation process:
1) Contact the Support Analyst (via direct phone, email, or SR) and clarify the business impact of your
problem
2) Call the IBM Software Support number above and ask to speak to the next available technician
(24x7)
4) Ask to speak to the SMEs manager to gain prompt attention and management focus
Call IBM Software Support and ask to speak to the Duty Manager who will ensure the correct resources
are engaged and focus in place (24x7)
Appendix F: IBM DemandTec
Contacting Customer Support
Authorized contacts at the client site can contact Customer Support via the following channels:
24 x 7 IBM Client Success Portal: https://support.ibmcloud.com
E-mail: dtsupport@us.ibm.com
Phone: Toll Free in the U.S. 1-866-460-0501
Phone: Direct Line 1-925-460-9120
Hours of Operation
IBM Client Success Portal: 24 x 7
Phone and Email:
Americas: 6:00 AM to 6:00 PM U.S. Pacific Time, Monday Friday
Europe: 8:00 AM to 5:00 PM U.S. Central Time, Monday Friday
Asia: 8:00 AM to 5:00 PM Japan Standard Time, Monday Friday
Supported Language(s)
English
Escalation Process
Please submit a new ticket via https://support.ibmcloud.com with the subject line of Escalation Request
To expedite your escalation request, include the information below in the body of the ticket:
1. The ticket number needing escalation.
2. A brief summary of the reasons for the escalation request. This ensures all of your open support tickets
are prioritized appropriately.
Severity Examples
Below are some common examples of support issues and suggested severity levels. These examples are
general guidelines for informational purposes only.
Severity Examples
1 User unable to log into a DemandTec service
Unable to export daily pricing
Unable to validate Promotions
System Error when trying to access Promotions
Permission issue with the file transfer drop box
Client has not been able to retrieve price export
Submitted deals are not flowing to the Promotion service
- Until Sunday at 12:00 PM PST for Major Releases deployed on the published schedule;
- Until Saturday at 12:00 PM PST for Minor Releases and other major Updates so long as IBM provides
48 hours advance notice.
These hours are subject to reasonable change upon your written or e-mail approval.
A Major Release means a major new release of functionality for a Cloud Service, which IBM generally
releases four times per year, targeted for mid-February, mid-May, mid-August and early November. Major
Release target dates are published at the beginning of each year. In scheduling its Major Releases, IBM
takes into consideration critical retail holidays such as Thanksgiving; however, the ultimate decision as to
the timing of each Major Release shall be IBMs subject to the requirements of the Maintenance Window.
A Minor Release means a consolidation of Updates that IBM may deploy from time to time subject to the
requirements of the Maintenance Window.
Planned System Downtime means (a) a scheduled outage of the Cloud Service that occurs during a
Maintenance Window and for which IBM has provided you with the requisite advance notice set forth
above, or (b) to which the parties mutually agree for the purpose of providing emergency Updates.
Unplanned System Downtime means an outage other than Planned System Downtime.
Updates include all enhancements, modifications, patches, revisions, supplements, add-on components,
reorganizations and releases relating to a Service that IBM may provide or make generally available
during the term of the applicable Order Document, including Major and Minor Releases.
Appendix G: IBM Blueworks Live
Contacting Customer Support
Authorized contacts at the client site can contact Customer Support via the following channels:
The Support Portal is configured to use Single Sign On using your Blueworks Live User ID and
Password. You can easily access the Support Portal from Blueworks Live by clicking the Contact
Support button under the help link. When logging into the Support Portal directly you will be
redirected to first log into Blueworks Live.
Hours of Operation
3:00 AM to 7:00 PM U.S Eastern Time, Monday Friday (excluding holidays).
Support issues may be opened or updated 24 x 7 via the Support Portal; however, responses to non-
severity 1 issues are not guaranteed outside of the normal hours of operations stated above.
To request support assistance outside of the hours listed above, please contact us using any of the
steps below.
Open a ticket at the Support Portal: https://support.ibmcloud.com and select Severity 1 for the
Customer Severity field. This will notify one of our support staff members.
Supported Language(s)
English
Escalation Process
Please submit a new ticket via the Support Portal, https://support.ibmcloud.com with the subject line of
Escalation Request. To expedite your escalation request, include the information below in the body of
the ticket:
1. The ticket number needing escalation.
2. A brief summary of the reasons for the escalation request. This ensures all of your open support
tickets are prioritized appropriately.
For Severity 1 escalation requests outside of the normal support hours of operation (stated above),
follow the instructions for After Hours Support.
Severity Examples
Below are some common examples of support issues and suggested severity levels. These
examples are general guidelines for informational purposes only.
Severity Example
Application not accessible
Severity 1 Data corruption
All users cannot log in
Performance issues
Severity 2 Application errors impacting multiple users
Individual user cannot log in
General issues
Severity 3 Application errors or problems impacting individual users
Minor application issues
Severity 4 How-To questions
Enhancements
Appendix H: IBM SPSS Modeler Gold on Cloud
https://support.ibmcloud.com
If you haven't previously used this site, please follow the "Need an account?" link to request ac-
cess.
Hours of Operation
IBM Client Success Portal: 24 x 7
The support team is available during normal country business hours as defined by your time zone
(excluding local national holidays). For example, in North America, those hours are Monday to Fri-
day, 8:00 AM to 5:00 PM.
To request support assistance outside of the hours listed above, please open a ticket via the IBM
Client Success Portal, https://support.ibmcloud.com, and select Severity 1 for the Severity field.
This will notify a member of our after-hours support staff.
Supported Language(s)
Our worldwide centers are structured to provide you with local language access in most major countries.
Service Request Workflow
All client support issues are documented in a support ticket. Each ticket is assigned a unique
number for reference and a severity level based upon the details in the ticket description. You can review
your ticket's progress and add further details via the IBM Client Success Portal.
Escalation Process
IBM Analytics Solutions Client Success and Smarter Support is committed to providing excellent client
service at all times. If our support services fail to meet your expectations, please feel free
to escalate the issue by following the guidance on the web page listed below:
http://www.ibm.com/software/analytics/cognos/customercenter/escalation.html
Severity Examples
Refer to the Severity Level Guidelines & Response Time Objectives section in the beginning of
this handbook.
Appendix I: IBM Watson Health
Watson Health clients are required to provide a Level 1 technical support contact to
your Authorized Users for initial troubleshooting, gathering data for problem determi-
nation, and verification that the issue is isolated to the Watson Health services.
Method of Contact
Your level 1 technical support personnel can contact the Watson Health Support
team via:
SaaS Offering Contact Method
Watson Care Manager** Watson Health Support Portal
Watson Platform for Health Watson Health Support Portal
Watson for Drug Discovery Client Success Portal
Watson for Clinical Trial Matching Standard Client Success Portal
Watson for Oncology Client Success Portal
Hours of Operation
During the initial setup of one of the SaaS offerings listed in this section the client will
choose one of the following time zones as their defined support coverage hours.
Severity 1 Watson Health Cloud 24 x 7
To request Severity 1 support assistance outside of the regular business hours open
a request via Watson Health Support Portal or Client Success Portal (depending on
the offering) as a Severity 1 incident. This will alert our Watson Health Support staff
members.
Client Level 1 technical support should complete the following actions before contact-
ing Watson Health Support:
Gather information and define, describe, and document the problem information as
fully as possible, including characterizing the problems behavior and environment,
analyzing problem symptoms, recreating the problem (if possible), attempting to
identify root cause, and documenting steps taken.
Supported Language(s)
English
All client support issues will be documented within a support ticket. Each ticket will be
assigned a unique number for reference and a severity level that is based on the de-
tails within the ticket description. Updates and client responses will be sent by email
and recorded in the ticket comments.
Severity Classification and Response Time
Client will designate the severity for each Watson Health Support request. IBM and
Client will validate such severity and mutually agree to any changes based upon the
severity description provided below. For the Cloud Service, the incident "Response
Time" is the elapsed time measured from the time the incident is reported to IBM
Watson Health Support by the Client. Watson Health Support will use commercially
reasonable efforts to meet the incident response time objectives described below:
Severity 1: 1 hour
Below are some common examples of support issues and suggested sever-
ity levels. These examples are general guidelines for informational purposes
only.
Severity Description
2
Users can log in but the system is very slow to respond.
A major function of the application is not working for all users and impacting
business.
3
The data returned by the service appears to be incomplete or out of date.
4
How to add a new user to the service.
Scheduled Maintenance:
IBM may at any time update the underlying Cloud Service to improve availa-
bility, stability, security or throughput. Client will not be able to defer such
maintenance. IBM will use commercially reasonable efforts to deploy the
updates in such a manner as to not inhibit Clients use of the Cloud Service.
IBM will provide sufficient notification for scheduled maintenance down
times.
Emergency Maintenance:
Should other non-scheduled down times occur, IBM will notify Client as soon
as IBM becomes aware that downtime will be necessary and will provide Cli-
ent with an estimation of the duration of the downtime and notify Client upon
final resolution. The Cloud Service may not be available during these times.
If the Cloud Service is unavailable during an emergency maintenance situa-
tion, IBM will manage the situation as a Severity 1 incident.
Appendix J: IBM Algo Risk Service on Cloud
Contacting Customer Support
Please open a ticket via the IBM Client Success Portal at: https://support.ibmcloud.com. If you haven't
previously used this site, please follow the "Need an account?" link to request access and select IBM Risk
Analytics from the Product/Brand pick list in the request form.
Hours of Operation
IBM Client Success Portal: 24 x 7
Escalation Process
Please submit a new ticket via the IBM Client Success Portal at https://support.ibmcloud.com
To expedite your escalation request, include the information below in the body of the ticket:
1. The ticket number needing escalation.
2. A brief summary of the reasons for the escalation request. This ensures all of your open
support tickets are prioritized appropriately.
Severity Examples
Below are some common examples of support issues and suggested severity levels. These examples are
general guidelines for informational purposes only.
Severity Example
1 A defect prevents you from accessing or using the Managed Service due to
(i) system downtime, hang or crash; or (ii) widespread unavailability of
critical features or functions.
2 A defect restricts the use of the Managed Service by you due to (i)
unavailability of certain features and functions but does not completely
prevent use of the Managed Service; or (ii) performance degradation or poor
response time.
For additional details, please refer to the Premium Support Offerings as described in your transaction doc-
ument. Please contact your named account manager if you required confirmation of your purchased sup-
port offering.
Chile 1230-020-0083
Hours of Operation
The Customer Support team is available within your region to provide support during the following hours:
8:00 AM to 5:00 PM, Customer's local time, excluding IBM Company observed holidays.
Supported Language(s)
Core Product Support: English
Core Product Supplier Support: Local language provided where available
The IBM SaaS is operated within an IBM data center that meets the security requirements of FISMA with
an impact level of moderate as well as FedRamp certification; however, neither the software and opera-
tion processes that are used in the IBM SaaS, nor related support services, are FISMA or FedRamp certi-
fied.
IBM Customer Support team of U.S. citizenship is available to provide support from 8:00 AM to
5:00 PM Eastern Time, excluding IBM Company observed holidays.
All Support Tickets are accessible to the IBM Customer Support team which includes U.S. and
non-U.S. citizens.
Please make note of your Support Ticket number and use it in any future communication on the issue with
the support center. Your Support Ticket is routed to a resolution team for handling. A resolution team is
simply a group of software support specialists. You may be transferred directly to the resolution team or
your issue will be placed in a queue for response. In either case, the next person to contact you will be a
specialist in the appropriate resolution team.
At the resolution team level your Service Request is researched, resolved, or escalated as appropriate.
Due to the level of specialization required to maintain superior technical expertise at the team level, it is
sometimes necessary to involve more than one support team in resolving a particular software problem.
This is easily handled, as our support teams are all networked together and work as one to resolve
whatever problems or issues arise.
Upon mutual agreement of the need for IBM Support to access Client's application instance to expedite
resolution, Client is responsible for account creation, enabling, and suspending access to client systems
during the troubleshooting lifecycle. A video (http://bit.ly/2ofI5pd) is available online to help you
understand the security best practices when working with IBM SaaS Support.
In order to investigate the issue, IBM may need to access information on your system relative to the
failure, or may need to recreate the failure to get additional information. Should the problem be
configuration related, it is possible you may need to recreate the problem to get that required information.
Our software support specialists may request that you send IBM the problem information, systems data or
test cases, etc., or that our support specialists be able to view it with you electronically. To accomplish
this, IBM has two approved tools; Assist On-site (AOS) and Smart Cloud. While other tools may exist,
IBM discourage their use since our support people are not trained on them nor can IBM take responsibility
for the security of your data with these other vendor tools. By the terms and conditions of the applicable
support agreements: (i) this information will be non-confidential (for example, not labeled your company
confidential); and (ii) you should not supply IBM with any personally-identifiable information (whether in
data or other form). You will be responsible for reasonable costs and other amounts that IBM may incur
relating to any such information mistakenly provided to IBM or the loss or disclosure of such information
by IBM, including those arising out of any third party claims.
Once your documentation is completely received by IBM approved means, IBM will use it only for the
purposes for which it was provided - that is, to fix defects or to support IBM products or services. We will
not disclose it to other parties, except to contractors of IBM who we may use to help us fix defects or
provide support; and we will delete, destroy or return it when it is no longer required. If you elect to have
us return physical media, you will be responsible for arranging for return transport of the media. IBM will
provide the tapes to your designated carrier at the IBM location, but otherwise will have no
responsibility/liability for return of the media.
If you and the IBM Emptoris support specialist agree, you may decide to send your problem information or
test cases to IBM. The IBM Emptoris support specialist working with you can help you set up the transfer.
You need to understand and acknowledge that IBM may use its global resources, including but not limited
to, IBM Affiliates and personnel located in various countries, for the delivery of service and services. By
sending us problem information, you warrant that none of your data exported to, or otherwise accessible
by IBM is controlled as a defense article under the U.S. International Traffic in Arms Regulation (ITAR) or
under any other countrys laws or regulations.
*In certain circumstances, your previously contracted support agreement may differ from the support
specifications set forth in this handbook. In those circumstances, you will continue to be entitled to
receive the services which you have previously received until the expiration of your existing contract. If a
higher level of service is set forth in this handbook, IBM may, in its sole discretion provide such higher
level of services to you regardless of the specifications set forth in your existing service contract.
Performance analysis
Writing, troubleshooting or customizing clients code
Extensive configuration questions
Recovering a database, or data recovery
Consulting
Interpretation or triage of customer or third party generated defect scanning reports
Most of these types of situations require some form of Advanced Support Offering. For further information
about these services please contact your IBM Representative, who can help direct you to resources who
can discuss your needs.
IBM Secure Engineering
IBM uses various methods to communicate security vulnerability information to customers. We use
Security Bulletins when publicly disclosing security vulnerabilities discovered in IBM offerings and
leverages alternative tools and processes, where appropriate (e.g. cloud-based services), for more
targeted and discrete communications with entitled customers. To help protect our customers, IBM does
not publically disclose or confirm security vulnerabilities until IBM has conducted an analysis of the
product and issued fixes and/or mitigations. For information about Security Bulletins please monitor the
IBM Client Success Portal, the IBM Product Security Incident Response Team Blog, and subscribe to My
Notifications to receive important notifications about your products. When IBM publishes a Security
Bulletin, the company intends to provide vulnerability information in it that is similar to the content
specified in the Common Vulnerability Reporting Framework (CVRF). IBM does not intend to provide
vulnerability details that could enable someone to craft an exploit.
IBM uses the Common Vulnerability Scoring System (CVSS) as a standard for communicating the impact
of security vulnerabilities in IBM products and solutions. CVSS is an industry open standard for assessing
the severity or impact of computer system security vulnerabilities. This standard attempts to establish a
numeric measure that represents how much concern or attention the vulnerability warrants. The resulting
CVSS 'score' is based on an assessment of a series of metrics. The CVSS Base Score represents the
intrinsic and fundamental characteristics of the vulnerability that are typically constant over time and
across user environments.
IBM provides the CVSS scores "as is" without warranty of any kind, including the implied warranties of
merchantability and fitness for a particular purpose. Customers are responsible for assessing the impact
of any actual or potential security vulnerability.
For additional information on IBM Secure Engineering practices, please visit:
http://www-03.ibm.com/security/secure-engineering/
RFE Community allows you to collaborate with Product Management, Development teams and other
product users through the ability to search, view, comment on, submit, and track requests for
enhancement.
Popular Features of RFE Community
o Online Submission and Searching of RFEs o Vote or Comment on RFEs
o Browse RFEs by product: o Watch RFEs
- Top 20 Watched RFEs and Voted RFEs, o Set Email or RSS feed notifications
- Planned RFEs and Delivered RFEs o Start / Join a group to discuss RFEs
Your Responsibilities
IBM does not warrant that our products are defect free. However, we do endeavor to fix them to work as
designed. You may be surprised to learn you play a key role in this effort. Our remote software support is
available to provide you with assistance and guidance. However, we assume that you will provide
information about your system and the failing component, information that is key to resolving the problem.
This information includes capturing documentation at the time of a failure, applying a trap or trace code to
your system, possibly formatting the output from the trap or trace, and sending documentation or trace
information, in hardcopy or soft copy, to the remote support center. You are also responsible for obtaining
fixes, by downloading or by receiving ones that have been shipped to you on media, applying the fixes to
your systems and testing the fixes to ensure they meet your needs. Occasionally, removal of installed
fixes may be necessary in the process of isolating problems.
And sometimes fixing a problem will mean the installation of a later release of the software as some fixes
cannot be retrofitted into earlier code.
You need to be aware of your responsibilities when working with an IBM support center. If you do not have
the required skill or are not positioned to do the work, you can engage a services provider such as IBM
Global Technical Services (GTS) or a business partner to assist you, for an additional fee. If you are
already involved in a services engagement in which GTS or a Business Partner is designing and
implementing an application for you, you should ensure the statement of work is very clear as to whose
responsibility it is to work suspected code defect issues with IBM, to ensure proper entitlement for remote
support.
You are responsible for training your suppliers and end users on the Emptoris solution.
Escalation Process
Our escalation process is made available for you to pursue a particular concern regarding an open sup-
port request.
You should submit a new ticket via the IBM Client Success Portal with the issue summary Escalation Re-
quest and the following information in the description of the ticket:
Ticket number needing escalation in the format of 5377-xxxxxxx.
A brief summary of the reason for the escalation request. This ensures all of your open support
tickets are prioritized appropriately.
If you deem appropriate, after submitting the escalation ticket, you may also call and ask to speak to the
on-duty manager to escalate.
Note: Please do not request an escalation through a comment in your existing ticket or forward a
tracking system e-mail that you have already received as a response. Please note that while
we may be able to process some requests quickly, there may be questions or issues that require a
longer time for analysis.
Severity Examples
Below are some common examples of support issues and suggested severity levels. These examples are
general guidelines for informational purposes only.
Severity Examples
1 Unable to use the product or reasonably continue work using the product
in a production environment
Product security has been breached
Data corruption is occurring
Supplier and buyer unable to place bids (via UI and via import)
All users are unable to create contracts, open contract language, approve
contracts and execute contracts
We understand that in certain circumstances, the severity definition doesnt adequately describe the ur-
gency of a particular issue and the priority of that ticket needs to be elevated (especially in cases of Se-
verity 2, 3 and 4). In those instances, please ask the Emptoris support specialist to increase the priority of
that ticket.
Fix Pack is a collection of product fixes which are released on a schedule based on the need of the gen-
eral customer base. iFix contain one or small number of fixes that is targeted for business critical issues.
If your reported problem is confirmed to be a product defect, IBM Emptoris Support will work with you to
determine the appropriate release vehicle base on business impact.
For additional detailed explanation of the Maintenance Delivery Vehicle (MDV) terminology used by IBM,
please visit the V.R.M.F Maintenance Stream Delivery Vehicle terminology web site.
When a solution has been provided by the Emptoris support team to resolve your issue, you can close
your support ticket. For example: if the reported problem is resolved in a VRMF or iFix release that is
available for install/download, after Support informs you of the solution, your ticket is considered resolved.
If you do not take any action to close the ticket, the support ticket is automatically closed after the fol-
lowing process:
1. The IBM Emptoris support teams updates your ticket status as Resolution Provided.
2. After one week, if you do not take any action to close the ticket or provide a new update to
request additional assistance on the ticket, a notification message is sent to inform you the
ticket will be closed if we do not receive a response from you after two additional follow-up
attempts.
In addition, if the IBM Emptoris support team requests more information about your issue and you do
not take any action to close the ticket, or provide a new update for the issue, the support ticket is auto-
matically closed after the following process:
1. The IBM Emptoris support teams updates your ticket status requesting additional information.
2. After one week, if you do not take any action to close the ticket, or provide a new update for
the issue, a notification message is sent to inform you the ticket will be closed if we do not re-
ceive a response from you after two additional follow-up attempts.
If your site(s) is hosted by IBM, please note the following weekly maintenance window.
Production Instance
Every Saturday - London data center 6:00 PM to midnight local time; Dallas & Toronto
data centers 6:00 PM to midnight Eastern Time.
For customer using Emptoris Contract Management systems, please note the mainte-
nance window for Contract Reporting Analytics servers end on midnight Sundays.
Sandbox Instance
Every Wednesday from 7:00 PM to 1AM ET.
Please do inform your end-users of the site maintenance schedule and advise users to plan their
system activities accordingly.
Installation Request
For Customer-hosted sites:
o Depending on the version required, Customer can download builds via IBM Emptoris
Down-Level, Passport Advantage or Fix Central sites.
For Emptoris-hosted sites:
o Customer submits installation request via the IBM Client Success Portal or phone (install
request must include the exact product version and site URL).
Stay Informed
We know its hard to stay informed. Thats why we have systems that will email you when new fixes or
alerts come out. You can subscribe to specific types of information youre interested in, so you only
receive the information youre looking for.
The following Emptoris advisory announcements are communicated via IBM Watson Campaign
Automation:
Major Product Release Communication
SaaS Customer Service Advisories
Support Operation Advisories
Software Support Lifecycle - End of Support Notification
Subscribe to receive the above advisories by completing the web form below:
http://www.pages03.net/ibm-supportstrategyandsvcs/EmptorisSupportnotificationOpt-In/
The following advisory announcements for the IBM Emptoris product line are communicated via
Knowledge Reference updates in the IBM Client Success Portal:
Support Handbook updates
Fix Pack and iFix Release Communication
Product Security Bulletins
Software Support Lifecycle - End of Support Notification
In order to receive updates, you must subscribe to the Knowledge Topics.
Support Handbook
IBM Emptoris operates under the SaaS Support Handbook guidelines for both On-Premise and
SaaS customers.
o All product publication and Release Notes (excluding Release Cards) from version
10.0.2.5 forward are downloadable from IBM Knowledge Center
1. Go to https://www-01.ibm.com/support/knowledgecenter/?lang=en
2. In the Search field, enter Emptoris and select the Product name
3. Select the version of interest
o All product publication and Release Notes (excluding Release Cards) prior to version
10.0.2.5 are downloadable from IBM Publication Center
http://www-05.ibm.com/e-business/linkweb/publications/servlet/pbi.wss
How to search for Emptoris publication:
1. From the IBM Publication Center home page, select your local country/re-
gion/language.
2. In the Welcome page, click "Search for Publication" link
3. On the Quick Publications Center Search page, in the "Search On" field, en-
ter these key words:
a. General publication search: IBM Emptoris <product name>
b. Release Notes search: IBM Emptoris <product name> Release
Notes
In the Search Result, select the document and version you wish to download.
o Release Notes
Published for every V.R.M.F. release.
Contents of a Release Note include the following:
What's New
Resolved Issues
Open Issues
o Release Cards
Published for every Fix Pack and iFix.
Contents include the following:
Build version and additional document information
Special instructions for installation
Suite Compatibility Matrix
Resolved Issues
Each Release Card is included with the software package file that is available for
download from Fix Central, which is accessible from your Passport Advantage
portal.
Release Cards are also published on the IBM Emptoris Client Success Portal
knowledge base.
Following are the essential Release Card topics for the IBM Emptoris Suite. If
you wish to receive alert notifications when new release cards are added to your
topic(s) of interest, you must subscribe to the topic.
Release Card Emptoris Sourcing
Release Card - Emptoris Contract Management
Release Card - Emptoris Program Management
Release Card - Emptoris Services Procurement
Release Card - Emptoris Spend Analysis
Release Card - Emptoris Strategic Supply Management (SSM) Platform
Release Card - Emptoris Supplier Lifecycle Management
Additional information regarding our service advisory notification are posted to Knowledge Topic
titled IBM Emptoris Service Advisory - How to Subscribe
Site Availability Credits
A support ticket claim for failure to meet an SLA must be submitted within thirty business days after event
that has impacted the IBM SaaS availability. Compensation for a valid SLA claim will be a credit against a
future invoice for the IBM SaaS based on the duration of time during which production system processing
for the IBM SaaS is not available ("Downtime"). Downtime is measured from the time Client reports the
event until the time the IBM SaaS is restored and does not include time related to a scheduled or announced
maintenance outage; causes beyond IBM's control; problems with Client or third party content or technology,
designs or instructions; unsupported system configurations and platforms or other Client errors; or Client-
caused security incident or Client security testing. IBM will apply the highest applicable compensation based
on the cumulative availability of the IBM SaaS during each contracted month, as shown in the table below.
The total compensation with respect to any contracted month cannot exceed 10 percent of one twelfth
(1/12th) of the annual charge for the IBM SaaS.
Refer to the terms and conditions for site availability credits in your service contract. To initiate a claim,
submit a support ticket with IBM support help desk and attach a copy of your contract with the terms and
condition of compensation.
Appendix L: IBM Cognos Disclosure Management
The support information provided in this section applies to :
IBM Cognos Disclosure Management on Cloud.
For support information related to IBM Planning Analytics, IBM Cognos TM1 on Cloud or IBM Con-
cert please refer to Appendix AO. For support information related to IBM Cognos Controller on Cloud,
please refer to Appendix CC
Hours of Operation
IBM Service Request tool: 24 x 7
The support team is available during normal country business hours as defined by your time zone
(excluding local national holidays). For example, in North America, those hours are Monday to
Friday, 8:00 AM to 5:00 PM.
Supported Language(s)
English
Escalation Process
We are committed to providing excellent customer service at all times. If our support services fail to meet
your expectations, please feel free to escalate the issue by contacting:
Severity Examples
Please reference the general examples provided in the beginning of this handbook - Severity Level
Guidelines & Response Time Objectives.
Appendix M: IBM Algo One Managed Data Services on Cloud
Contacting Customer Support
Support will be provided by communication through the IBM Client Success Portal and, in the event that
the Portal is unavailable, by e-mail to and from the account managers and support representatives.
IBM Client Success Portal: https://support.ibmcloud.com
Hours of Operation
IBM Client Success Portal: 9:00 AM to 5:00 PM Central European Time (CET), Monday-Friday (excluding
holidays).
Support issues may be opened or updated 24 x 7 via the Client Success Portal; however, responses to
issues are not guaranteed outside of the normal hours of operation stated above.
Supported Language(s)
English
Escalation Process
This escalation process is made available for customers who wish to pursue a particular concern
regarding an open support request.
Customers should submit a new ticket via the IBM Client Success Portal at https://support.ibmcloud.com
with the following information:
1. Summary field beginning with Escalation followed by ticket number needing escalation
2. Details field should include the ticket number needing escalation and a brief summary of the reasons for
the escalation request. This ensures all of your open support tickets are prioritized appropriately.
Please note that while we may be able to process some escalation requests quickly, there may be
questions or issues that require a longer time for analysis.
Severity Examples
Below are some common examples of support issues and suggested severity levels. These examples are
general guidelines for informational purposes only.
Severity Example
1
Critical Impact / Service Down
A defect prevents you from accessing or using the data provided by
Managed Data Services due to (i) system downtime, hang or crash; or (ii)
widespread unavailability of critical data.
2
Significant Business Impact
A defect restricts the use of data provided by Managed Data Services due to
(i) unavailability of certain data but does not completely prevent use of the
data set; or (ii) download server performance degradation.
3
Minor Business Impact
A defect causes operational inconvenience to you but no significant
interference with your business operations.
4
Minimal Business Impact
An inquiry, non-technical request, or a minor defect that has a minimal or no
immediate impact on you.
Appendix N: IBM Watson
Contacting Customer Support
Customers are required to provide a level 1 contact to users for initial troubleshooting, gathering data for
problem documentation, and verification that the issue is isolated to the Watson services.
The IBM Client Success Portal and IBM Watson voice technical support are intended for your technical
support personnel to contact the Watson level 2 support team and not intended for use by your users.
IBM Client Success Portal: https://support.ibmcloud.com/ics/support/mylogin.asp
Only those members of your authorized technical support staff can submit problem records by using
the Client Success Portal. Authorization is granted by your Site Technical Contact and access to the
Client Success Portal is provided by IBM.
IBM Watson voice technical support: For critical (Severity 1) problems and outages during support
hours:
1-855-6-Watson
1-855-692-8766
Hours of Operation
IBM Client Success Portal: 24 x 7
Phone support: Monday Friday: 7:00 AM Eastern Time 9:00 PM Eastern Time
Hours of operation are defined as 7:00 AM Eastern Time 9:00 PM Eastern Time Monday through Friday
whether or not daylight savings time is in effect.
For Severity 2, 3, or 4; support issues can be opened or updated 24x7 via the Client Success Portal.
However, responses to issues are not guaranteed outside of the normal hours of operation that are stated.
Supported Language(s)
English
Escalation Process
Submit a new ticket via the IBM Client Success Portal at:
https://support.ibmcloud.com/ics/support/mylogin.asp
To expedite your escalation request, include the information below in the body of the ticket:
1. The ticket number that needs escalation.
2. A brief summary of the reasons for the escalation request. This information will ensure that all
of your open support tickets are prioritized appropriately.
Severity Examples
The following are some common examples of support issues and suggested severity levels. These
examples are general guidelines for informational purposes only.
Severity Description
IBM provides customers with technical assistance with (i) the use of the IBM Sales Performance Manage-
ment SaaS; (ii) the identification of IBM Sales Performance Management SaaS or documentation issues;
and (iii) the reporting of product defects in accordance with the response times described in your com-
panys SLA.
Our technical support includes the following:
Responses to questions relating to the IBM Sales Performance Management SaaS, including
without limitation isolating problems to the product, data or equipment;
The development of a temporary solution to or an emergency bypass of a deficiency;
Corrections and repairs of errors, problems or deficiencies with the IBM SaaS product, to the ex-
tent technically feasible; and
Clarification of documentation.
Hours of Operation
Standard Customer Support hours of operation for all severities:
Monday to Friday, 9:00 AM 5:00 PM local business hours
If you would like to speak to us directly, please enter a Call Request as follows:
Send an email to vsupport@ca.ibm.com and put "call me" in the subject line
Supported Language(s)
The primary language of the IBM Sales Performance Management Support team is English, however, IBM
Support has other language support available as required and contracted between IBM and the Customer.
Service Request Workflow
All client support issues are documented in a support ticket. Each ticket is assigned a unique number for
reference and a severity level based upon the details in the ticket description. Client contacts can review
ticket progress and update tickets at the IBM Client Success Portal. Updates and client responses are
also sent by email and recorded in the ticket comments.
Escalation Process
Note: Please do not escalate through a comment in an open ticket or forward a tracking system
email you received. This ensures the proper escalation process to be triggered. We
endeavor to process requests quickly, however, there may be questions or issues that require a
longer time for analysis and recommended actions.
*For all issues that require immediate attention, follow the Severity 1 process explained in the After Hours
Support section.
Severity Examples
Below are some common examples of support issues and suggested severity levels. These examples are
general guidelines for informational purposes only.
Severity Examples
Severity 1 Complete inability to use the software as defined by the documentation, Customers
Critical use of the software either stopped completely, calculations cannot be produced,
Business imports failing, cannot access payee ledger, etc.
Impact Production is halted and users have limited access to the software
/Service
Down Serious performance degradation that significantly impacts users of the software
(Production The software consistently produces material errors in numerical calculations, not
Only) related to configuration of the application
A problem that causes a significant negative impact to the User Acceptance Test
Critical change request for SaaS customers that could not have been reasonably
known in advance and that must be accommodated immediately
Severity 2
Major functionality of the software is not working as defined by documentation
Significant
Business Software is usable but incomplete, causing disruptions to normal service
Impact The software performs most, but not all of its documented functionality, but there is a
serious impact on the customers productivity or service levels
Severity 3
Issues that affect an isolated component of the software that does not affect the
Medium
ability of the software to materially perform in accordance with the documentation
Business
Impact The software is usable, but does not perform all documented functions on all devices
Issues that have acceptable workarounds
Assist with migrations and upgrades
Severity 4
General inquiries on the use of the software
Low Impact
Minor errors in layout and formatting, causing minimal impact to business
Customer is able to use the software with no loss of operational functionality, but
needs clarification on the behavior, performance or documentation
System configuration issues such as localization changes
Documentation issues
A resolution may be any one of the following:
(i) An answer to your question; or
(ii) A workaround or fix for the reported issue.
Note that fixes may not be retrofitted to earlier releases, versions or modifications. You may be required to
upgrade your software to obtain the fix for the issue you are reporting.
IBM will take all reasonable measures to confirm that your issue has been resolved to your
satisfaction. Tickets are closed after three unsuccessful contact attempts, or after a seven day
period of inactivity after a solution has been proposed. Tickets can be re-opened if you decline the
proposed resolution or if you need more information from IBM.
Appendix P: IBM Service Engage (formerly Cloud and Smarter Infrastructure
SaaS (aka Tivoli))
The support information provided in this section applies to these offerings:
IBM Alert Notification
IBM Application Performance Management
IBM Workload Automation - Software as a Service
IBM Control Desk on Cloud
IBM Runbook Automation
Hours of Operation
The Customer Support team is available to provide support via the following channels:
IBM Care support page: 24 x 7
Chat via the IBM Care page:
North America: 8 A.M. to 8 P.M. U.S. Eastern Time, Monday to Friday (excluding holidays)
Supported Language(s)
English
Please contact Customer Support via IBM Care Session. Once your Session is received, we review each
item and assign a severity based on the issue details submitted. Each session is followed through to
closure by Customer Support Representative.
Escalation Process
This escalation process is made available for customers who wish to pursue a particular concern
regarding an open support session.
When contacting the SaaS Support team ask to speak the Customer Support Representatives manager
escalations to an IBM Support Manager will receive prompt attention.
Severity Examples
Below are some common examples of support issues and suggested severity levels. These examples are
general guidelines for informational purposes only.
Severity Example
A defect prevents you from accessing or using the Service due to (i) system downtime,
Severity 1 hang or crash; or (ii) widespread unavailability of critical features or functions.
A defect restricts the use of the Service by you due to (i) unavailability of certain features
Severity 2 and functions but does not completely prevent use of the Service; or (ii) performance
degradation or poor response time.
A defect causes operational inconvenience to you but no significant interference with the
Severity 3 Service.
A minor or cosmetic defect (such as a typographical error or an error on a screen layout)
Severity 4 that has a minimal or no impact on you.
Appendix Q: IBM Multi-Enterprise Relationship Management on Cloud
Contacting Customer Support
There are three channels to contact Customer Support. Any authorized contact at the client site may
contact Customer Support.
24 x 7 IBM Client Success Portal: https://support.ibmcloud.com Click on the Sterling icon and login
with your ID and password
E-mail: MRM@us.ibm.com
Phone: 1-855-646-5629
Hours of Operation
8:00 AM to 11:00 PM Eastern Time, Monday to Friday (excluding holidays)
Supported Language(s)
English
Escalation Process
This escalation process is made available for customers who wish to pursue a particular concern
regarding an open support request.
Customers should submit a new ticket or e-mail via https://support.ibmcloud.com or mrm@us.ibm.com
with the issue summary or e-mail subject line of Escalation and the following information in the body of
the ticket:
Ticket number needing escalation in the format of 5377-xxxxxxx. Please do not use the
#5377 or reply to a ticket e-mail that was received. This contains code that will not be seen by our alerting
system.
Reason for the escalation request on previously submitted tickets (please include Client
ID that was used to open this ticket), so we may prioritize your requests accordingly.
Note: Please do not request an escalation through a comment in an open ticket or forward a tracking
system e-mail that you have already received as a response. Please note that while we may be
able to process some requests quickly, there may be questions or issues that require a longer time
for analysis.
Severity Examples
Below are some common examples of support issues and suggested severity levels. These examples are
general guidelines for informational purposes only.
Severity Examples
1 System down
Critical Business Hardware or System Failure
Impact / Service Pages not responding
Unable to login (Administration, Customer-facing, Integration points)
2 System Slow, but not down
Significant Business Web pages sluggish
Impact Occasional errors
3 Non-system impacted questions and incidents
Minor Business Requests for service (log file retrieval, Database queries)
Impact
4 General Questions
Minimal Business Operational Questions (How do I do?)
Impact
Appendix R: IBM Bluemix
Free Support: All trial customers of Bluemix receive ticketed support, but no response time
objectives are offered. Ticket severity is limited to severity 4.
Basic Support: All customers who have purchased Bluemix but have not purchased support
receive ticketed support, but no response time objectives are offered. Ticket severity is limited to
severity 4.
Standard Support: All customers in a Bluemix account that have purchased Standard Support
receive ticketed, technical support with the response time objectives defined below. Those who
purchased Bluemix Dedicated or Bluemix Local receive this support as part of the offering.
Premium Support: Any customers in a Bluemix account who have purchased Premium Support
receive ticketed support with improved response times, priority handling, and a Client Success
Manager assigned to your account. A Client Success Manager will be made available for up to 8
hours a week to provide a rapid route into the Bluemix organization, providing proactive and fo-
cused attention to help clients achieve maximum value from the environment quickly.
Note: All customers are provided free technical support through our community support at:
https://developer.ibm.com/bluemix/ or on Stack Overflow at:
http://stackoverflow.com/questions/tagged/bluemix
Our Development staff monitors both forums.
Hours of Operation
Sunday 10:00 PM GMT Friday 11:59 PM GMT (excluding US/Italian/Australian holidays).
Please see holiday schedule at: http://ibm.biz/bluemixholidays
Supported Language(s)
For more information, please visit
https://bluemix.net/docs/support/index.html#contacting-support
To Get Assistance
Bluemix offers three options for obtaining ticketed support:
1. Once you are logged in to Bluemix, click the Profile and Get help link under your account
2. Client Success Portal: https://support.ibmcloud.com
3. Complete the form at http://ibm.biz/bluemixsupport
See your account owner about signing up for support if your organization has not purchased
support.
You define the severity of the issue based on your business needs and your level of support.
Severity level guidelines & response time objectives are described below.
All tickets opened by you are investigated with the purpose of identifying root cause. When
problem diagnostic data is needed to isolate an issue, you will be asked if we do have your
approval to access logs and other problem determination data from your application to help
determine root cause. Not providing access to this data may delay problem resolution. Once root
cause analysis is complete, the team will take one of the following actions:
a. Root cause is an IBM Generally Available Service or container image - If a ticket is
opened and the root cause analysis determined that this is a defect in the IBM provided
Generally Available service or container image, the ticket will be provided attention based
on the severity set by you.
b. Root cause is an IBM Beta Service or container image - IBM will release services or
container images that are classified as Beta. This helps the development and marketing
teams assess the value of the service in the market and make adjustments before making
the service Generally Available. If a ticket is opened and the root cause analysis
determines that there is a defect in an IBM provided Beta service, then IBM is not
obligated to provide a fix. Additionally, the ticket would be handled with a severity 3 or 4
where applicable.
c. Root cause is an Experimental Service or container image - IBM will release services or
container images that are classified as Experimental. These services may be unstable,
change frequently and may be discontinued with short notice. Services identified as
Experimental will be supported via our Bluemix forum only.
d. Root cause is a Third Party Service - Third party services are provided by vendors outside
of IBM. They can be provided by individual software entities, partners or ISVs. If a ticket
is opened and the root cause analysis determines that there is a defect in a Third Party
Service, then IBM is not obligated to provide a fix. Additionally, IBM will work through our
Market place and with the client and third party to help solve the problem.
e. Root cause is an Open Source or Community Service - Open Source or Community
services are provided by open source communities outside of IBM. If a ticket is opened
and the root cause analysis determines that there is a defect in a Community Service,
then IBM is not obligated to provide a fix. Additionally, IBM will close the ticket and refer
the customer to the community or forum for support.
Severity Level Guidelines & Response Time Objectives
The following table is intended to outline response time objectives that IBM strives to achieve, measured
from the time IBM receives your initial request for support, to the time IBM provides an initial
communication back to you regarding your request.
Response time objectives described herein are intended to describe IBM's goals only, and do not
represent a guarantee of performance.
Satisfaction Surveys
We periodically survey customers to obtain additional feedback on recent experiences with Customer
Support. The survey focuses on quality of support provided and overall experience. The survey results
are reviewed by management. IBM reserves all rights, title and interest in and to any feedback that you
provide to IBM, including without limitation, in the form of suggestions, ideas, concepts, improvements,
reports and any other materials, whether written or oral.
Supported Language(s)
English
Escalation Process
For those that have Standard Support or Premium Support, the escalation process is to be used if you feel
your ticket is not being addressed properly. Your request is routed to Bluemix Support management for
the purpose of correcting the current issue and changing our processes to serve you better.
Please submit a new ticket with the subject line of Escalation Request. To expedite your escalation
request, include the information below in the body of the ticket:
1. The ticket number needing escalation
2. A brief summary of the reasons for the escalation request. This ensures all of your open support
tickets are prioritized appropriately.
Appendix S: IBM Security Trusteer
Contacting Customer Support
Customers have several options when requesting Trusteer support:
Submit a Ticket online (http://www.trusteer.com/support)
Request Live Chat
Submit an email (Enterprise support only)
Telephone (Premium Support Customers Only)
Call back Request - A Trusteer User can request a support representative call back by submit-
ting a Callback Request.
o TrusteerUsers are defined as clients of a Trusteer Enterprise customer, where the Enter-
prise customer provides the Trusteer offering to their clients.
Enterprise customers that have purchased Trusteers Premium Support may call IBM Trusteer
support directly 24x7.
Supported Language(s)
Email - English, Japanese, Portuguese, Dutch, French, Spanish, German, Polish and Czech.
Chat and Phone English and Japanese only.
Japanese language support for End Users is available during Japan hours, 9:00 AM - 9:00 PM Monday
thru Friday (except National holidays and December 30 through January 3) via email.
Japanese language support for Enterprise Customers is available during Japan business hours, 9:00
AM - 5:00 PM Monday thru Friday, (except National holidays and December 30 through January 3) via
email.
Required Information
In order to provide effective support, the following information is requested.
i. Contact information include email address & phone number
ii. Trusteer Product origin End users provide the name of the financial institution the
Trusteer product was obtained from. If Rapport or Apex are used internally, provide the
company name
iii. Trusteer Product version and ID located in the console, under Product Settings
iv. Installation date If date is unknown mention if this is a new or established installation
v. Internet browser the browser used when the issue was encountered
vi. OS version
Submit a Ticket online After submitting your problem or question online, a support ticket is
created and a ticket number is assigned. The requestor will receive an automated email
confirming the creation of a support ticket, including the ticket number. Please reference the ticket
number in any correspondence with Trusteer Support to ensure proper tracking.
Once created, the ticketis assigned to a Trusteer Support Engineer who assumes ownership until
resolution. The Support Engineer works with the requestor to resolve the issue using standard
problem determination and troubleshooting methods such as log review, tracing and remote
access to the client. The Support Engineer, in consultation with the requestor,agrees to an action
plan for troubleshooting and resolving the issue within a reasonable time. The requestor must be
available to work with the Support Engineer to resolve the issue.
Obtaining Ticket Status (Enterprise customers only)
Trusteer customers are able to track their tickets as well as those of their end user via the Enterprise
portal. To obtain access, please register or send an email to:enterprise.support@trusteer.ibm.com
Each enterprise may have up to 3 unique userids authorized to access the Enterprise portal.
Escalation Process
If you feel a specific ticket is not progressing as you expected, please follow these steps to escalate:
Verify the ticket number, the status and severity of the ticket number.
Contact support (using email, callback or telephone) and ask to speak with a Trusteer Support
Manager.
If the Trusteer Support Managers response is not satisfactory, ask to speak with the Director of
Trusteer Support.
Severity Examples
The table below includes some common examples of support issues and suggested severity levels. These
examples are provided as general guidelines and for informational purposes only.
Severity Description
The online service is either substantially inoperative, unusable, or where a major
function of the current release or any previous release is unusable or substantially
High inoperable as a result of an incident.
A problem in the current release or any previous release affects the end users ability
to access the Internet and affects the majority of users.
The online service has an incident which has an adverse impact on its use or
functionality.
Medium Affects many end users and is visible but end users are still able to access the
Internet.
Affects a small number of users and prevents them from working or accessing the
internet.
The online services have a minor problem which has a workaround for the end users
Low concerned without significant inconvenience.
Any other issue which has a workaround or affects a small number of end users.
Appendix T: ECM SaaS Offerings: IBM Navigator and Watson Curator
Contacting Customer Support
There are two channels to contact Customer Support for Navigator on Cloud. Any authorized contact at
the client site may contact Customer Support.
24 x 7 IBM Client Success Portal: https://support.ibmcloud.com or the Support link from the
Navigator on Cloud application which provides an online Knowledge Base, FAQs, recorded
training, downloadable documentation, and ticket view and update (Support tickets follow E-mail
Hours of Operation).
IBM Navigator and Watson Curator Support provides 24 x 7 support for Severity 1 cases via the
support portal.
To use the IBM Client Success Portal with IBM Navigator and Watson Curator requires a user ID
sign-on which can be requested from the Support Portal page.
E-mail: ecmcloud@us.ibm.com
Hours of Operation
The Customer Support team is available to provide support via the following channels:
1. IBM Client Success Portal: 24 x 7 (Support tickets through Portal follow E-mail Hours of
Operation)
2. E-mail: Sunday 7:00 PM - Friday, 7:00 PM U.S. Central (excluding IBM company observed
holidays)
Supported Language(s)
English
Escalation Process
We believe IBM Support is "Best of Breed". If at any point in our service process, you feel we are not
meeting our commitments to you (as outlined in this handbook), you may call our attention to this problem
by doing one or all of the following:
1. Be certain to explain the business impact of your problem to the service representative.
2. Submit a new ticket via https://support.ibmcloud.com or ecmcloud@us.ibm.com with Escalation
written in the Issue Summary (ticket through portal) or as the subject line of the email.
The following information should be included in the body of the ticket/email:
Ticket number needing escalation in the format of 5377-xxxxxxx. Please do not use the
#5377 or copy from a ticket e-mail that was received. This contains code that will not be seen
by our alerting system.
Reason for the escalation request on previously submitted tickets (please include Client ID
that was used to open this ticket), so we may prioritize your requests accordingly.
Note: To appropriately notify the management team, please do not request an escalation
through a comment in an open ticket or forward a tracking system e-mail that you
have already received as a response. Please note that while we may be able to process
some requests quickly, there may be questions or issues that require a longer time for
analysis.
3. Ask to speak to the service representative's manager - Escalations to an IBM manager will
receive prompt attention and management focus.
4. Ask for a "Duty Manager" - the Duty Manager or field manager will work with our technical staff to
ensure your request is being handled appropriately. To invoke the Duty Manager process, please
call 888-242-3040 and select option 7, for "Enterprise Content Management Solutions for Cloud
products".
Severity Examples
Below are some common examples of support issues and suggested severity levels. These examples are
general guidelines for informational purposes only.
Severity Examples
1 A defect prevents you from accessing or using the application due to (i) system
downtime, hang or crash; or (ii) widespread unavailability of critical features or functions.
2 A defect restricts the use of the application by you due to (i) unavailability of certain
features and functions but does not completely prevent use of the application; or (ii)
performance degradation or poor response time.
The Knowledge Centre, Training, and Customer Community are also accessible by using the Support
Portal for entitled users who are authorized to access those sites.
Heritage Watson Campaign Automation offerings: Watson Campaign Automation provides standard
web-based and phone-based product support for entitled customers who have purchased a separate IBM
Silverpop support offering. For-fee services are not included in baseline support customers should
contact their services representative who assisted with such services, per the arrangements made during
that engagement.
The Knowledge Centre, Training, and Customer Community are also accessible by using the Support
Portal for entitled users who are authorized to access those sites.
Hours of Operation
Watson Campaign Automation Technical Support
Standard Support Hours:
Monday - Thursday 24 x 7
Saturday Closed
Sunday Closed
Saturday Closed
Sunday Closed
Saturday Closed
Supported Language(s)
English
Escalation Process
If at any point you are unsatisfied with the support you are receiving, please ask to speak to a manager
and they will be happy to address your concerns.
Severity Examples
Below are some common examples of support issues and suggested severity levels. These examples are
general guidelines for informational purposes only.
Severity Examples
2 Service is severely degraded, limiting the use of one or more major functions, but is
still operational. The issue has a severe business impact on the ability to perform
production work.
3 Service is available, but there are functional limitations which are not business critical.
A reasonable workaround is available. The issue, while noticeable, is not impeding the
ability to perform production work.
4 Minor issues with the service such as documentation errors. The issue has minimal
impact on the ability to perform production work.
Appendix V: IBM API Management
Contacting Customer Support
Billing and Registration/ID Support
For help on issues related to billing, payments, contracts, and other areas:
E-mail: askusar@ca.ibm.com
Web: http://www.ibm.com/support/operations/us/en/overview.html
For help on issues related to API Management registration and ID's:
https://www.ibm.com/account/profile/us?page=faqhelp
https://www.ibm.com/account/profile/us?page=helpdesk
2. Standard Support: All users in an API Management account that have purchased support can
raise a ticket to technical support. API Management is configured to use Single Sign On using
your API Management User ID and Password.
To get assistance:
Click the Support link under your account in the API Management dashboard
You define the severity of the issue based on your business needs. Severity level guidelines &
response time objectives are described in that section in this handbook.
All tickets opened by you are investigated with the purpose of identifying root cause. When
problem diagnostic data is needed to isolate an issue, you will be asked if we do have your
approval to access logs and other problem determination data from your application to help
determine root cause. Not providing access to this data may delay problem resolution.
Hours of Operation
Sunday 8:00 PM Friday 8:00 PM Eastern Standard Time zone, U.S., (excluding US holidays)
Supported Language(s)
English
Service Request Workflow
All client support issues are documented in a support ticket. Each ticket is assigned a unique number for
reference and a severity level based upon the details in the ticket description. Client contacts can review
ticket progress and update tickets at the IBM Client Success Portal. Updates and client responses are
also sent by email and recorded in the ticket notes.
Escalation Process
This escalation process is made available for customers who wish to pursue a particular concern
regarding an open support ticket. Request for escalation using the following guidelines:
Severity Examples
Below are some common examples of support issues and suggested severity levels. These examples are
general guidelines for informational purposes only.
Severity Examples
3 General issues
Application errors or problems impacting individual users
4 Minor application issues
How to questions
Appendix W: IBM Application Security on Cloud
Contacting Customer Support
Billing and Registration/ID Support
For help on issues related to billing, registration, and IDs, email:
E-mail: askusar@ca.ibm.com
Web: http://www.ibm.com/support/operations/us/en/overview.html
For help on issues related to Application Security on Cloud registration and ID's:
https://www.ibm.com/account/profile/us?page=faqhelp
Standard Support:
a. If you are using Application Security on Cloud (Formerly known as AppScan Mobile Ana-
lyzer and AppScan Dynamic Analyzer) as part of Bluemix please see Appendix R for Sup-
port information.
b. For all other non-Bluemix users:
Access assistance from your service by clicking on the Support link on the header bar
in the Application Security on Cloud Service.
Email: issyssup@us.ibm.com
o Please place your ticket number in the subject line in the format of #5377-
xxxxxxx
o For new tickets, when sending an email note the issues you are having,
billing, login failure, service is not running etc.
You define the severity of the issue based on your business needs. Severity level guidelines &
response time objectives are described in that section in this handbook.
All tickets opened by you are investigated with the purpose of identifying root cause. When
problem diagnostic data is needed to isolate an issue, you will be asked if we do have your
approval to access logs and other problem determination data from your application to help
determine root cause. Not providing access to this data may delay problem resolution. Once root
cause analysis is complete, the team will take one of the following actions:
a. Root cause is an IBM Generally Available Service - If a ticket is opened and the root
cause analysis determined that this is a defect in the IBM provided Generally Available
service, the ticket will be provided attention based on the severity set by you.
b. Root cause is an IBM Beta Service - IBM will release services that are classified as
Beta. This helps the development and marketing teams assess the value of the service in
the market and make adjustments before making the service Generally Available. If a
ticket is opened and the root cause analysis determines that there is a defect in an IBM
provided Beta service, then IBM is not obligated to provide a fix. Additionally, the ticket
would be handled with a severity 3 or 4 where applicable.
c. Root cause is an Experimental Service IBM will release services that are classified as
Experimental. These services may be unstable, change frequently and may be
discontinued with short notice. Services identified as Experimental will be supported via
our Bluemix forum only.
d. Root cause is a Third Party Service - Third party services are provided by vendors outside
of IBM. They can be provided by individual software entities, partners or ISVs. If a ticket
is opened and the root cause analysis determines that there is a defect in a Third Party
Service, then IBM is not obligated to provide a fix. Additionally, IBM will provide a warm
hand off of the ticket to the third party service provider and can work with that provider to
share analysis if needed.
e. Root cause is an Open Source or Community Service - Open Source or Community
services are provided by open source communities outside of IBM. If a ticket is opened
and the root cause analysis determines that there is a defect in a Community Service,
then IBM is not obligated to provide a fix. Additionally, IBM will close the ticket and refer
the customer to the community or forum for support.
Hours of Operation
Normal local business hours World Wide, Monday-Friday (excluding US holidays)
Example: 8:00 AM - 5:00 PM EST
Supported Language(s)
English
Escalation Process
The escalation process is to be used if you feel your ticket is not being addressed properly. We use this
request to review the ticket by management for the purpose of correcting the current issue and changing
our processes to serve you better.
Please submit a new ticket with the subject line of Escalation Request. To expedite your escalation
request, include the information below in the body of the ticket:
Severity Examples
Below are some common examples of support issues and suggested severity levels. These examples are
general guidelines for informational purposes only.
Severity Examples
1 The service (Application Security____) is not accessible
Data corruption
Supported Language(s)
English
When opening a ticket, please provide as much of the following information as appropriate:
* Problem description
* Cloudant username (if submitting a ticket via email - this information is populated automatically through
the Cloudant dashboard)
* Cloudant cluster (if submitting a ticket via email - this information is populated automatically through the
Cloudant dashboard)
After submitting your problem or question online, a support ticket is created and a ticket number is
assigned to a Support Engineer who assumes ownership until resolution. Please reference the ticket
number in any correspondence with IBM Cloudant Support to ensure proper tracking.
Escalation Process
If at any point you are unsatisfied with the support you are receiving, please email support@cloudant.com
and ask to speak to a manager and they will be happy to address your concerns.
Priority Examples
Below are some common examples of support issues and suggested priority levels. These examples are
general guidelines for informational purposes only.
Priority Priority Definition
1
Critical business impact/service down: Business critical functionality is inoperable
or critical interface has failed. This usually applies to a production environment and
indicates an inability to access services resulting in a critical impact on operations.
This condition requires an immediate solution.
All others
Minor business impact: Indicates the service or functionality is usable and it is not a
critical impact on operations or is an inquiry or non-technical request.
Appendix Y: IBM Watson Analytics
Billing, Registration and IBM ID Support
For help on issues related to billing, please review the contact instructions in your latest Watson Analytics
invoice.
For help on issues related to Watson Analytics registration and IBM ID, please use the Contact form in the
IBM Watson Analytics Community https://www.ibm.com/communities/analytics/watson-
analytics/support/contact (note that this is not valid for technical support).
2. Standard Support Watson Analytics Plus and Watson Analytics Professional users can
additionally open a support ticket or chat online with the support team.
The Forums section is where users assist each other by posting and answering questions. Posted topics
can be quickly searched and browsed, including by specific category, and users can choose how often
they want to be notified of updates or new questions that might be of interest to them. The Forums section
of the community can be accessed directly at
https://community.watsonanalytics.com/discussions/spaces/15/view.html
In addition to participating in Forums, if youre a Watson Analytics Plus or Professional user you may
contact our Watson Analytics support team via electronic support ticket or live online chat.
While logged in to the Forums, of the Watson Analytics Community there may be situations where you
require more immediate attention from IBM due to business impact. For those situations you can now
create a support ticket directly from a Forum topic. While viewing the topic details, you will see a button
labeled "Open a Support Ticket". Click the button and you can edit the pre-populated title and details of
the question, as well as assign your own severity to indicate the impact on your business. Then click
"Submit" to open a ticket that is directly routed to our Watson Analytics support team who will help you
resolve the issue.
You will be notified by email of updates to the ticket. Your email replies are automatically recorded in the
ticket as long as the ticket number, in the format #5377-xxxxxxx, is included in the subject field of your
message.
You can manage your tickets by visiting the IBM Client Success Portal, at
https://support.ibmcloud.com/ics/support/mylogin.asp?login=watsonanalytics where you can also chat live
with a member of the Watson Analytics support team.
Hours of Operation
IBM Watson Analytics Community: 24 x 7
IBM Client Success Portal: 24 x 7
o Electronic support tickets: Our Watson Analytics support team aims to respond to your
support tickets based on the severity you assign and the impact to your business. Please
refer to the Severity Level Guidelines & Response Time Objectives section earlier in this
handbook.
o Live chat: Our Watson Analytics support team is normally available globally for live chat
during your regular business hours, 8:00 AM 5:00 PM Monday to Friday, excluding IBM
company observed holidays.
Supported Language(s)
English
Escalation Process
(for Electronic Support Tickets only)
We are committed to providing excellent customer service at all times. If our support services fail to meet
your expectations, please feel free to escalate the issue by contacting:
Please reference the general examples provided in the beginning of this handbook - Severity Level
Guidelines & Response Time Objectives.
Appendix Z: IBM App Connect Professional on Cloud
Contacting Customer Support
Billing and Registration/ID Support:
For help on issues related to App Connect Professional on Cloud ID, billing, payments, contracts, and
other areas: E-mail: cilive@us.ibm.com
Technical Support:
All users with an App Connect Professional on Cloud account that have purchased support can raise
a ticket to technical support.
To get assistance:
Take advantage of the App Connect Professional community by posting your question in
App Connect Professional / IBM WebSphere Cast Iron forums https://devel-
oper.ibm.com/answers/topics/castiron/ or https://www.ibm.com/developerworks/commu-
nity/forums/html/category?id=33333333-0000-0000-0000-000000000305
App Connect Professional on Cloud customers can go to support portal by clicking the
'IBM Support' link in the top right corner of the Web Management Console.
You define the severity of the issue based on your business needs. Severity Level Guidelines & Re-
sponse Time Objectives are described in this handbook.
All tickets opened by you are investigated with the purpose of identifying root cause. When problem
diagnostic data is needed to isolate an issue, you will be asked if we do have your approval to access
logs and other problem determination data from your application to help determine root cause. Not
providing access to this data may delay problem resolution.
Hours of Operation
Sunday 8:00 PM Friday 8:00 PM Eastern Standard Time zone, U.S., (excluding US holidays)
Note: App Connect Professional on Cloud for US Federal Hours of Operation are Monday 8:00 AM
Friday 8:00 PM Eastern Standard Time zone, U.S., (excluding US holidays).
Note: App Connect Professional on Cloud for US Federal Severity 1 issues will be handled on the
next business day.
Supported Language(s)
English
If other language support is needed App Connect Professional support tickets can be opened, either elec-
tronically or by voice, by following Technical Support information listed for your country in the IBM
Planetwide Site
Escalation Process
This escalation process is made available for customers who wish to pursue a particular concern regard-
ing an open support ticket. Request for escalation using the following guidelines:
Open a new ticket with Severity 1 and mention ticket number that requires help.
Note: Offshift / Weekends are not available for App Connect Professional on Cloud for US Fed-
eral
Severity Examples
Below are some common examples of support issues and suggested severity levels. These examples are
general guidelines for informational purposes only.
Severity Examples
1 Critical business impact or system down. This condition requires an immediate solu-
tion.
2 Significant business impact. This indicates the program is usable but severely re-
stricted.
3 Some business impact. This indicates the program is usable with less significant fea-
tures unavailable.
IBM Client Success Portal (ICSP): Primary support channel for raising incident or service request tickets.
https://support.ibmcloud.com Login with your ID and password provided by IBM Payments Gateway
For additional information see the ICSP user guide downloadable here:
https://ibm.ent.box.com/s/wwn3hyw7a9p011w2unxlgq7fsa1c1ug9
Phone:
24 x 7 high severity support for severity 1 incidents only (refer to
U.S. Toll Free: severity matrix for guidance)
+1-877-598-4916
Toll Paid: Call to Primary phone number based on your geographical location.
+370 5 219 2304
Hours of Operation
Non-Severity 1 Support:
North America: 8:00 AM to 7:00 PM Eastern Time (ET) Monday to Friday (excluding holidays)
Europe: 8:00 AM to 5:00 PM Central European Time (CET), Monday to Friday (excluding holi-
days)
To request after hours support, please call the support line from the phone numbers listed above.
If you require planned, non-severity 1 out of hours support for production or non-production environments
please discuss alternative fee-based offerings with your service delivery manager or by raising a service
request via the ticketing tool.
If you require unplanned, non-severity 1 out of hours support for production or non-production
environments you may be charged an additional fee.
Supported Language(s)
English
Ticket Workflow
Raise a ticket via IBM Client Success Portal.
Once your ticket is received, we review each item and assign a severity based on the issue details
submitted. Each ticket is followed through to closure by Customer Support team.
Phone
We will attempt to answer your questions on the phone. If we determine that we can better serve you by
researching the questions while you are not waiting on the phone, we will create a ticket to continue the
investigation.
Escalation Process
This escalation process is made available for customers who wish to pursue a concern regarding an open
support request.
Customers can contact Customer Support by phone (using the appropriate phone number indicated
above) and bring the issue to the attention of the on call duty manager.
Severity Examples
Below are some common examples of support issues and suggested severity levels. These examples are
general guidelines for informational purposes only.
Note: applies for Production environment issues only
By ticket - document your requirements directly in the IBM Client Success Portal ticketing system
by raising a new ticket.
By phone - a call/meeting may be arranged to talk the requirements through to confirm the
understanding.
preferred implementation schedule. If we cannot meet this schedule an alternative will be offered
before confirming the CR.
Following receipt of your requirements, IBM will document the formal PCR and return to you for review,
clarification and/or approval.
Appendix AB: IBM QRadar on Cloud
Contacting Customer Support:
Customer Support, assistance with defects and routine, short duration usage questions, is available via
the following channels:
24 x 7 Service Request tool https://www-947.ibm.com/support/servicerequest/Home
Phone: http://www.ibm.com/planetwide/ follow instructions on contacting IBM Software support
Hours of Operation
Customer local country business hours (i.e. North America; Monday through Friday 8:00 AM to
5:00 PM) excluding national or statutory holidays.
Supported Language(s)
English
Escalation Process
Speak to the Support representative handling your issue, be certain to explain the business im-
pact of your problem and discuss raising the Severity Level of the problem
Ask to speak to the person's manager Escalations to an IBM manager will receive prompt atten-
tion and management focus. You can find contact numbers for your geographic area in the IBM
Directory of worldwide contacts.
Ask for a "Duty Manager" - The Duty Manager or field manager will work with our technical staff to
ensure your request is being handled appropriately.
After allowing the Duty Manager time to make an impact, if further escalation is required then
open a Complaint or nominate as a Critical Situation ("CritSit"), if warranted, by asking any mem-
ber of your IBM Client team to do so on your behalf.
Severity Examples
Severity Example
1 A defect prevents you from accessing or using the Service due to (i) system
downtime, hang or crash; or (ii) widespread unavailability of critical features or
functions.
2 A defect restricts the use of the Service by you due to (i) unavailability of certain
features and functions but does not completely prevent use of the Service; or (ii)
performance degradation or poor response time.
3 A defect causes operational inconvenience to you but no significant interference
with the Service.
4 A minor or cosmetic defect (such as a typographical error or an error on a screen
layout) that has a minimal or no impact on you.
Appendix AC: IBM MaaS360
Contacting Customer Support:
Customer Support is available for all customers via the following channels:
Phone:
o US (800) 546-5750
o United Kingdom (800) 085-3140
o India (800) 400-7016
o New Zealand (050) 861-7047
o Australia (800) 713-826
o International (215) 664-1615
Email: Support@maas360.ibm.com
o MaaS360 support will respond to all e-mails immediately with a Case and Reference
number. Critical issues should always be called in to one of the General Support phone
numbers above.
Note : Support for any enabling software ( i.e. Security Access Manager etc) is covered under
standard software support processes.
Hours of Operation
Available 24 x 7 x 365 on all products
Supported Languages
Provided in English 24x7x365
Japanese language support will be provided during Japan Business hours, Monday through Fri-
day, by email only. If a phone call is necessary to further resolve your issue, please request that in
an email to the Japanese support team, and they will reach out to you with a call back.
Escalation Process
An escalation elevates the urgency level of a situation to minimize business impact. A case may
be escalated to receive more resources and management attention. An escalation may be re-
quested by the customer, or initiated by MaaS360. If you would like to escalate an issue or are
dissatisfied with the handling of your case, contact your Account Manager. Your Account Manager
will request the escalation and notify the Support Manager.
Severity Examples
Severity Example
Problems or issues with the service that interrupt or prevent the entire customer
Critical population from performing regular business operations
(Severity 1) Problems or issues caused by the service having a catastrophic impact on regular
business operations
Problems or issues with the service that interrupt or prevent a significant percentage of
High the customer population from performing regular business operations
(Severity 2) Problems or issues caused by the service having a major impact on regular business
operations
Problems or issues with the service that interrupt or prevent a small percentage of the
Medium customer population from performing regular business operations
(Severity 3) Problems or issues caused by the service having a significant impact on regular
business operations
Problems or issues with the service that interrupt or prevent an individual user from
Low performing regular business operations
(Severity 4) Problems or issues having a minor impact on regular business operations
Information requests
Additional Contacts:
Billing and Registration ID Support
For help on issues related to billing: billing@fiberlink.com
Please reach out to an existing administrator on your portal account as they will be able to add
you to the account. If the existing administrator has left the company, please reach out to your
IBM sales representative as they will mark you as the new person of contact for the account and
they can submit a request to the support team at OPS@fiberlink.com to add you as the new
administrator for your account.
Service Changes
Please reach out to your sales representative to have features activated for your account as they
will then reach out to the support team on your behalf to complete the request for turning on or
modifying account features.
Appendix AD: IBM OpenPages GRC on Cloud
Contacting Customer Support
Please submit a new ticket via the IBM Client Success Portal at https://support.ibmcloud.com
Hours of Operation
IBM Client Success Portal: 24 x 7
The support team is available during business hours, 8:00 AM 5:00 PM Monday to Friday,
excluding IBM company observed holidays.
Supported Language(s)
English
Escalation Process
Please submit a new ticket via the IBM Client Success Portal at https://support.ibmcloud.com
To expedite your escalation request, include the information below in the body of the ticket:
1. The ticket number needing escalation.
2. A brief summary of the reasons for the escalation request. This ensures all of your open
support tickets are prioritized appropriately.
Severity Examples
Please reference the general examples provided in the beginning of this handbook - Severity Level
Guidelines & Response Time Objectives.
Appendix AE: IBM Tealeaf Customer Experience on Cloud
Presently there are 2 channels to contact Customer Support for the IBM Teleaf customer experience on
cloud. Any authorized contact at the client site may contact Customer Support.
Phone:
1-866-493-
US: 2673
1-303-354-
Other Countries Toll Number: 5021
Hours of Operation
The Customer Support team is available to provide support via the following channels:
After Hours Support (outside of regular operating hours stated above) is available only for Severity 1
production down issues on business days/evenings, weekends and holidays.
To request After Hours Support, open a Sev 1 ticket in the portal or please call the support line for your
country from the phone numbers listed above and follow the prompts. Please note the following information
is required for assistance:
Name
Phone Number
E-mail Address
Full description of issue so that we may reproduce and assist in resolution.
Supported Language(s)
English
Please contact Customer Support via one of the following channels: IBM Client Success Portal or
phone.
Client Success portal: Once your Support Portal ticket has been logged, we review each ticket and assign
a severity based on the issue details submitted. Each ticket is followed through to closure by IBM Teleaf
customer experience on cloud Customer Support personnel.
Phone: We will attempt to answer your questions on the phone. If we determine that we can better
serve you by researching the questions while you are not waiting on the phone, we will create a
ticket to continue the investigation.
Escalation Process
This escalation process is made available for any customer who wishes to pursue a particular
concern regarding an open support request.
Customers should submit a new ticket via http://support.ibmcloud. With the issue summary with the word
as Escalation in subject line of ticket and submit that in support portal.
Reason for the escalation request on previously submitted tickets (please include ticket#), so we may
prioritize your requests accordingly.
Note: To appropriately notify the management team, please do not request an escalation through a
comment in an open ticket or forward a tracking system e-mail that you have already received as a
response. Please note that while we may be able to process some requests quickly, there may be
questions or issues that require a longer time for analysis..
Severity Examples
Below are some common examples of support issues and suggested severity levels. These
examples are general guidelines for informational purposes only.
1
Critical to business
Impact/service down:
Business critical functionality is inoperable or
Critical interface has failed. This usually applies
to a production environment and Within 1 hour 24x7
Indicates an inability to access services
Resulting in a critical Impact on operations. This
condition requires an immediate
Solution.
Hours of Operation
IBM Client Success Portal: 24 x 7
Support teams are available during local business hours, 8:00 AM 5:00 PM Monday to
Friday, excluding IBM Company observed holidays.
Severity 1 issues (Critical business impact/service down) are monitored 24 x 7 via phone
requests or by entering a Severity 1 ticket via https://support.ibmcloud.com
Supported Language(s)
English
89
Escalation Process
This escalation process is made available for any customer who wishes to pursue a particular
concern regarding an open support request.
Customers should submit a new ticket or new e-mail via https://support.ibmcloud.com or
ibmMobileEngage@us.ibm.com with the issue summary or e-mail subject line of Escalation and
the following information in the body of the ticket:
Ticket number needing escalation in the format of 5377-xxxxxxx. Please do not use the
#5377 or copy from a ticket e-mail that was received. This contains code that will not be
seen by our alerting system.
Reason for the escalation request on previously submitted tickets (please include Client ID
that was used to open this ticket), so we may prioritize your requests accordingly.
Note: To appropriately notify the management team, please do not request an escalation
through a comment in an open ticket or forward a tracking system e-mail that you
have already received as a response. Please note that while we may be able to process
some requests quickly, there may be questions or issues that require a longer time for
analysis.
Severity Examples
Please reference the general examples provided in the beginning of this handbook - Severity Level
Guidelines & Response Time Objectives.
90
Appendix AG: IBM Cognos Analytics on Cloud
The support information provided in this section applies to IBM Cognos Analytics on Cloud.
Hours of Operation
The IBM Client Success Portal support is available 24 x7
Customer support is available during normal country business hours in your time zone. For
example, in North America, those hours would be Monday to Friday, 8:00 AM to 5:00 PM, excluding
IBM company observed holidays.
Supported Language(s)
English
Escalation Process
IBM Cognos BI Customer Support is committed to provide excellent customer service at all times. If
our support services fail to meet your expectations, please feel free to escalate the issues as identi-
fied through this link: http://www.ibm.com/software/analytics/cognos/customercenter/escalation.html
-------------------------------------------------------------
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Appendix AH: IBM Decision Optimization on Cloud
Contacting Customer Support
Authorized contacts at the client site may contact Customer Support using the IBM Client Success
Portal: https://support.ibmcloud.com
Hours of Operation
IBM Client Success Portal: 7 x 24
Customer support is available during normal country business hours in your time zone. For
example, in North America, those hours would be Monday to Friday, 8:00 AM to 5:00 PM,
excluding IBM company observed holidays.
Supported Language(s)
English with the local language accommodated when possible.
Escalation Process
IBM ILOG Decision Optimization Customer Support is committed to provide excellent customer
service at all times. If our support services fail to meet your expectations, please feel free to
escalate the issues as identified through this link:
http://www.ibm.com/software/analytics/cognos/customercenter/escalation.html
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Appendix AI: IBM PureApplication Service
The support information provided in this section applies to this offering: IBM PureApplication
Service
Hours of Operation
IBM Service Request Tool: 7 x 24
The support team is available during normal country business hours as defined by your
time zone. For example, in North America, those hours would be Monday to Friday, 8:00
AM to 5:00 PM.
Supported Language(s)
English with the local language accommodated when possible.
Escalation Process
IBM PureApplication Customer Support is committed to providing excellent customer service at all
times. If our support services fail to meet your expectations, please feel free to escalate the issues
by contacting a Client Support Duty Manager by phone.
Use the published support phone number for your country:
http://www.ibm.com/planetwide/
A Duty Manager is available 24 by 7 and will be contacted immediately.
The Duty Manager will return your call within 2 hours.
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Appendix AJ: IBM Universal Behavior Exchange (UBX)
Contacting Customer Support
There are two channels to contact Customer Support for UBX:
24 x 7 IBM Client Success Portal: https://support.ibmcloud.com or via the Support link from
the UBX application
E-mail: ubx@us.ibm.com
Hours of Operation
Hours of Operation Sunday 10:00 PM - Friday 8:00 PM, US Eastern Time zone, excluding IBM
company observed holidays.
Escalation Process
This process is made available to any customer who wishes to pursue a particular concern
regarding an open support request. Customer should submit a new ticket or email via
http://support.ibmcloud.com or ubx@us.ibm.com with the issue summary or e-mail subject line of
Escalation and the following in the body of the ticket:
Ticket number needing escalation in the format of 5377-xxxxxxx. Please do not use the
#5377 or copy from a ticket e-mail that was received. This contains code that will not be
seen by our alerting system.
Reason for the escalation request on previously submitted tickets (please include Client ID
that was used to open this ticket), so we may prioritize your requests accordingly.
Note: To appropriately notify the management team, please do not request an escalation
through a comment in an open ticket or forward a tracking system e-mail that you have
already received as a response. Please note that while we may be able to process some
requests quickly, there may be questions or issues that require a longer time for analysis.
Severity Examples
For response times and other severity level information, please reference the general examples
provided in the beginning of this handbook - Severity Level Guidelines & Response Time
Objectives.
94
Appendix AK: IBM Integration Bus on Cloud
Contacting Customer Support
For system status and informal support please use the IBM Integration support forum
https://developer.ibm.com/integration/support-ibm-integration/#tabiibcloud
Please submit a new ticket via the IBM Support Portal at https://www.ibm.com/support/entry/portal
Hours of Operation
The support team is available during business hours, Sunday 8:00 PM Friday 8:00 PM Eastern
Standard Time zone, US, excluding US company holidays.
Supported Language(s)
English
All client support issues are documented in a support ticket. Each ticket is assigned a unique
number for reference and a severity level based upon the details in the ticket description. Client
contacts can review ticket progress and update tickets at the IBM Support Portal. Updates and
client responses are also sent by email and recorded in the ticket comments.
Escalation Process
Severity Examples
95
Appendix AL: IBM Cloud Identity Connect (Formerly known as Cloud
Security Enforcer)
Contacting Customer Support
https://www-01.ibm.com/software/security/ibm-saas/support/index.html
Hours of Operation
24 x 7 x 365
Supported Language(s)
English
Technical Support for IBM Cloud Identity Connect (Formerly known as Cloud Security
Enforcer)
Depending on who is requesting support, technical support is available in two ways.
Free Support: Free support is provided through our on-line forums and is monitored regularly
by our support representatives and developers. For more information on our
forums, please review this technote:
http://www.ibm.com/support/docview.wss?uid=swg21985716
Standard Support: Authorized contacts at the client site can contact Customer Support via the
following channels:
Only those members of your authorized technical support staff can submit problem records.
Authorization is granted by your Site Technical. You define the severity of the issue based
on your business needs. Severity Level Guidelines & Response Time Objectives are
described in an earlier section of this handbook.
Email: SSaaSSpt@us.ibm.com
For existing tickets please place your ticket number in the subject line in the format of
Case#xxxxxxxx - [ ref:xxxxxxx.xxxxxxxxxx:ref ]
96
For new tickets, when sending an email, note the product you are using, the issues you are
having, billing, login failure, service not running, etc.
Severity Examples
1 The service (Cloud Identity Connect ) is not accessible
Data corruption
97
Appendix AM: IBM Compose
Contacting Customer Support
There are two channels to contact IBM Compose Support:
Submit a ticket through the Compose Web Dashboard: https://app.compose.io
E-mail: support@compose.io
Both of these methods will provide an immediate response containing a Ticket ID number that can
be used to track the progress of the ticket.
Prior to opening a ticket, it is recommended that users take advantage of the Compose
documentation site at https://help.compose.io, as many common issues and solutions are provided
within this public-access resource, including code examples and common tasks.
Hours of Operation
1. Standard Support for All Services: All customers have the ability to open support tickets
that are responded to within 24 hours. Tickets may be opened by any user with account
permissions as defined within the Compose Web Dashboard.
Support is available to assist Monday - Friday, between the hours of 3:00 AM - 8:00 PM
PST (USA Pacific Standard Time)
2. Enhanced Support for All Services: Customers who upgrade from Standard Support to En-
hanced Support have the ability to open support tickets that will receive a response within 1
hour, 24 x 7 x 365.All Enhanced Support features are included with every Compose Enter-
prise account.
Supported Language(s)
English
98
Service Request Workflow
Please contact Customer Support via one of the two methods listed above and provide the
following information when opening a ticket for a system issue:
Database and/or deployment name in question and business impact
If submitting a ticket via the Compose Web Dashboard these fields are provided
Description of the problem along with the steps to reproduce
Any application / server log files with the appropriate time stamps indicating time zone
Type and version of the database driver, application language and appropriate networking
details (if possible)
Escalation Process
This process is made available to any customer who wishes to pursue a particular concern
regarding any ticket response. All ticket responses provide the customer with the opportunity to
evaluate their satisfaction level with the response, via utilization of 3 different "face" levels. We
encourage all ticket requests to evaluate the response provided by Compose Support and indicate
if there is a concern. Any tickets receiving a satisfaction rating other than a "green happy face" are
automatically escalated for additional review.
99
Appendix AN: IBM Digital Experience on Cloud
Contacting Customer Support
The IBM Service Request (SR) application is used to open and update service requests online.
The IBM Service Request application is accessed through the IBM Support Portal:
https://www.ibm.com/support/entry/portal
Hours of Operation
IBM Support Portal: 24 x 7
The support team is available during business hours, Monday 8:00 AM Friday 5:00 PM, in
the customer's time zone, for all severities.
Supported Language(s)
English
Escalation Process
This escalation process is made available for any customer who wishes to pursue a particular
concern regarding an open support request. Please call 1-800-IBM-SERV (1-800-426-7378),
reference your PMR number and request to speak to the Duty Manager.
Severity Examples
Below are some common examples of support issues and suggested severity levels. These
examples are general guidelines for information purposes only.
Severity Examples
1 A defect prevents you from accessing or using the application due to (i) system
downtime, hang or crash; or (ii) widespread unavailability of critical features or functions
2 A defect restricts the use of the application by you due to (i) unavailability of the certain
features and functions but does not completely prevent use of the application; or (ii)
performance degradation or poor response time
3 A defect causes operational inconvenience to you but no significant interference with the
application
100
Appendix AO: IBM Planning Analytics and IBM Concert
The support information provided in this section applies to IBM Concert and to IBM Planning
Analytics, formerly named IBM Cognos TM1 on Cloud.
Hours of Operation
The IBM Client Success Portal support is available 24 x7.
The support team is available during business hours, 8:00 AM 5:00 PM Monday to Friday,
excluding IBM company observed holidays. After Hours Support is available only for
Severity 1 issues see below for more detail.
Escalation Process
We are committed to providing excellent customer service at all times. If our support services fail to
meet your expectations, please feel free to escalate the issue by contacting:
Severity Examples
Refer to the Severity Level Guidelines & Response Time Objectives section earlier in this guide.
101
Appendix AP: IBM Cloud Brokerage (previously Gravitant )
The support information provided in this section applies to the IBM cloudMatrix, IBM Brokerage and
IBM Cloud Brokerage offerings.
Hours of Operation
Support is available to assist between the regular business hours of 8 AM to 6 PM U.S. Central
Standard Time, Monday to Friday (excluding holidays).
Supported Language(s)
English
102
After submitting a ticket, the sender automatically will receive an e-mail confirming the successful
receipt of the ticket submission. That e-mail comes from Gravitant Support
<support@gravitant.com> and has the following prefix in the subject: "[cloudMatrix Support @
Gravitant]". Please have this e-mail address added to the address book, so that it does not
accidentally filter it into the junk mail.
Escalation Process
This escalation process is made available for customers who wish to pursue a particular concern
regarding an open support request. All support tickets will be handled by our Customer Support
teams. For all Full Service Broker clients, the designated Technical Account Manager (TAM) will
have visibility to all the support tickets. In the rare event that the clients do not hear back from our
Customer Support team, the TAM will serve as the first point of escalation. For all Planning CSB
clients, the Project Management Office (PMO) will have visibility to all the support tickets. In the
rare event that the clients do not hear back from our Customer Support team, the designated POC
from the PMO team will serve as the first point of escalation.
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Support SLOs by Severity Chart
Initial
Priority Target Resolution
Description Response
Level Time
Time
Service as a whole is largely unavailable or Work continuously to
ceases to function to a substantial degree. All restore operation
monitoring streams are completely down. The 2 business within 8 hours after
Severity 1
majority of customers/users are impacted hours initial response
(>50%).
104
Appendix AQ: IBM Insight Cloud Services
The support information provided in this section applies only to the offerings listed in the Service
table below.
Hours of Operation
IBM Client Success Portal: 24 x 7
The support team is available during North American business hours, 9:00 AM - 5:00 PM
US Eastern Time, Monday to Friday, excluding IBM company observed holidays.
Supported Language(s)
English
105
Service Request Workflow
All client support issues are documented in a support ticket. Each ticket is assigned a unique
number for reference and a severity level based upon the details in the ticket description. You can
review your ticket's progress and add further details via the IBM Client Success Portal. Updates
from the support team are recorded in the ticket and are also sent to you by email. Your reply to an
email update will automatically be recorded in the ticket as long as the ticket number, in the format
#5377-xxxxxxx, remains in the subject field of your message.
Escalation Process
We are committed to providing excellent customer service at all times. If our support services fail to
meet your expectations, please feel free to escalate the issue by contacting:
Severity Examples
Refer to the Severity Level Guidelines & Response Time Objectives section in the beginning of
this handbook.
106
Appendix AR: IBM Collaborative Lifecycle Management and IoT
Continuous Engineering
The support information provided in this section applies to these offerings:
IBM IoT Continuous Engineering on Cloud
IBM Collaborative Lifecycle Management on Cloud
IBM DOORS Next Generation on Cloud
IBM Team Concert on Cloud
IBM Quality Manager on Cloud
Please use the appropriate Software Support number for your country
Submit your service request against your support entitlement (search by product name or
component ID)
Hours of Operation
Open a service request via the IBM Service Request Tool. Service Request is a web based
tool that is available 24 x 7.
The support team is available during normal country business hours as defined by your
time zone. For example, in North America, those hours are Monday through Friday, 8:00
AM to 8:00 PM Eastern.
Supported Language(s)
English (with the local language accommodated when possible)
Escalation Process
Customer Support is committed to providing excellent customer service at all times. If our support
services fail to meet your expectations, please feel free to escalate the issues by contacting a Client
Support Duty Manager by phone.
Use the published support phone number for your country: http://www.ibm.com/planetwide/
A Duty Manager is available 24 x 7 and will be contacted immediately.
The Duty Manager will return your call within 2 hours.
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Customer Responsibilities
IBM does not warrant that our products are defect free, however we do endeavor to fix them to
work as designed. You may be surprised to learn you play a key role in this effort. Our remote
software support is available to provide you assistance and guidance, however we assume that
you will provide information about your system and the failing component, information that is
key to resolving the problem.
Customers are the ultimate owners of their application and have responsibility for the following:
User administration: adding and deleting users from the list of those authorized to authenti-
cate and use the environment, including security group permissions.
Troubleshooting & Fix Validation: working with IBM Support to help reproduce problems.
Due to the unique configurations, customization's and data in each customer environment,
reported problems may not be reproducible outside your environment. In this situation you
may be asked to gather additional information to help in troubleshooting. This may include
enabling debug settings in your browser or generating HAR files, etc. to share with IBM
Support.
Work Item configuration: configuration for the purpose of tailoring and customizing work
items to suit your business needs
Work flow configuration: configuration for the purpose of tailoring and customizing process
work flow to suit your business needs
Report configuration: configuration of reports for the purpose of tailoring and customizing
reports views to suit your business needs
User testing: testing and coordination after a fix is applied resulting from a PMR, or after
upgrade. Since this environment is a single tenant deployment and due to unique configu-
rations, customizations and data, it is necessary for customers to test their common use
cases when a fix, configuration change, or upgrade has been delivered.
108
Appendix AS: IBM Regulatory Compliance Analytics
Contacting Customer Support
Please submit a new support request by email to rca-support@vnet.ibm.com and include the
following information in your message:
Your full name
Your preferred email address
Your company's name
The severity of your issue (please see below for guidance)
The web browser used to access the IBM Regulatory Compliance Analytics service,
including the version number of the browser being used
A description of your request
Hours of Operation
The support team is available during North American business hours, 8:00 AM - 8:00 PM
US Eastern Time, Monday to Friday, excluding IBM company observed holidays.
During normal hours of operation our support team aims to acknowledge receipt of your
support request within one hour of receiving your message.
Outside normal hours you should receive acknowledgement by 9:00 AM US Eastern Time
the following business day.
Supported Language(s)
English
Severity Examples
Please reference the general examples provided in the beginning of this handbook - Severity Level
Guidelines & Response Time Objectives.
109
Appendix AT: IBM Coplink on Cloud
Contacting Customer Support
Contact IBM Customer Support for the Coplink on Cloud application. Any authorized contact at the
client site may contact Customer Support.
1) Web: 24 x 7 IBM Support Portal: http://www.ibm.com/support
2) Phone: US: 1-866-IBM-SERV (1-800-426-7378)
Hours of Operation
1) Web: IBM Support Portal: 24 x 7
2) Phone: 24 X 7 for Severity 1 issues, all other severities, Monday Friday during business
hours (excluding IBM company observed holidays). Must provide IBM customer number
(ICN)
To request After Hours Support, please access the IBM Support Portal and submit a Service
Request or call the support line via the phone number listed above and follow the prompts. Please
note the following information is required for assistance:
1) IBM Customer Number
2) Name
3) Phone Number
4) E-mail Address
5) Full description of issue so that we may reproduce and assist in resolution
Supported Language(s)
English
If you encounter COPLINK issues please use the IBM Support Portal or 1-800-IBM-SERV (426-
7378) to report the problem as noted above. This will ensure you are assisted in a timely manner.
Contact your COPLINK administrator or account representative to obtain your IBM Customer
Number (ICN) for your node.
Access the support portal by browsing to http://www.ibm.com/support, click 'sign in', and create an
'IBM ID' (your email) and then register with the Service Request site. Service Request is the
primary tool to submit issues to the COPLINK Support Team.
Your Site Technical contact will need to approve your account access request once it is submitted.
Upon approval you will receive an email indicating that you have been granted 'basic access' to the
site.
As any problem management record (PMR) can be viewed by someone with an IBM ID, please DO
NOT include sensitive information or personal identification information (PII) in your request. Please
add a note for the support engineer to contact you to exchange sensitive data.
Please use Firefox for your web browser when registering. Newer versions of Internet Explorer will
not allow you to register.
Registration help
http://www-01.ibm.com/software/support/servicerequest/quick_start.html
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Support portal documentation
https://www-946.ibm.com/sr/help/
Escalation Process
This escalation process is made available for any customer who wishes to pursue a particular
concern regarding an open support request.
Email the Coplink on Cloud Support Manager Jason St Peter via jstpeter@us.ibm.com
Please enter the word Escalation in the email subject field.
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Appendix AU: IBM Behavior Based Fan Insights
Hours of Operation
Sunday 10:00 PM - Friday 8:00 PM, US Eastern Time zone, excluding IBM company observed
holidays.
Supported Language(s)
English
Escalation Process
This process is made available to any customer who wishes to pursue a particular concern
regarding an open support request. Please send the email to the cbshelp@in.ibm.com and mention
the reason for escalating request along with Business impact.
Severity Examples
For response times and other severity level information, please reference the general examples
provided in the beginning of this handbook - Severity Level Guidelines & Response Time
Objectives.
112
Appendix AV: IBM Industry Solutions
The information provided in this section applies only to the services in the following table.
Hours of Operation
IBM Client Success Portal: 24 x 7
Our support team is available during the regular business hours for your country and time
zone (excluding local national holidays). For example, in North America these hours are
Monday to Friday, 8:00 AM to 5:00 PM.
Supported Language(s)
English
Escalation Process
We are committed to providing excellent customer service at all times. If our support services fail to
meet your expectations, please feel free to escalate the issue by contacting:
113
Appendix AW: IBMECM SaaS Offerings: Actiance
Contacting Customer Support
There are two channels to contact Customer Support for Actiance. Any authorized contact at the
client site may contact Customer Support.
24 x 7 IBM Client Success Portal: https://ecm.supportportal.com/ which provides an online
Knowledge Base, FAQs, downloadable documentation, and ticket view and update
IBM Actiance Support provides 24 x 7 support for Severity 1 cases via the support portal.
To use the IBM Client Success Portal with IBM Actiance requires a user ID sign-on which
can be requested from the Support Portal page.
E-mail: ecmcloud@us.ibm.com
Hours of Operation
IBM Client Success Portal: 24 x 7
Email: Sunday 8:00 PM Friday 8:00 PM U.S. Eastern (excluding IBM company observed
holidays)
Supported Language(s)
English
Escalation Process
We believe IBM Support is "Best of Breed". If at any point in our service process, you feel we are
not meeting our commitments to you (as outlined in this handbook), you may call our attention to
this problem by doing one or all of the following:
Be certain to explain the business impact of your problem to the service representative.
Submit a new ticket via https://ecm.supportportal.com/ or ecmcloud@us.ibm.com with Escalation
written in the Issue Summary (ticket through portal) or as the subject line of the email.
The following information should be included in the body of the ticket/email:
Ticket number needing escalation in the format of 5377-xxxxxxx into email body.
Please do not use the # as part of the ticket number or copy from ticket number from e-
mail that was received into escalation email body, it contains code that will not be seen
by our alerting system.
Reason for the escalation request on previously submitted tickets (please include Client
ID that was used to open this ticket), so we may prioritize your requests accordingly.
Note: To appropriately notify the management team, please do not request an
escalation through a comment in an open ticket or forward a tracking system e-
mail that you have already received as a response.
Please note that while we may be able to process some requests quickly, there may be
questions or issues that require a longer time for analysis.
114
Ask to speak to the service representative's manager - Escalations to an IBM manager will receive
prompt attention and management focus.
Ask for a "Duty Manager" - the Duty Manager or field manager will work with our technical staff to
ensure your request is being handled appropriately. To invoke the Duty Manager process, please
call 888-242-3040 and select option 7, for "Enterprise Content Management Solutions for Cloud
products".
Severity Examples
Below are some common examples of support issues and suggested severity levels. These
examples are general guidelines for informational purposes only.
Severity Examples
1 A defect prevents you from accessing or using the application due to (i) system
downtime, hang or crash; or (ii) widespread unavailability of critical features or functions.
2 A defect restricts the use of the application by you due to (i) unavailability of certain
features and functions but does not completely prevent use of the application; or (ii)
performance degradation or poor response time.
115
Appendix AX: IBM Watson Customer Experience Analytics (CXA)
Presently there are 2 channels to contact Customer Support for the IBM Watson CX analytics
(CXA). Any authorized contact at the client site may contact Customer Support.
24 x 7 IBM Client Success Portal: https://support.ibmcloud.com or the Support link from the
Watson CX analytics (CXA) application, which provides an online Knowledge Base, FAQs,
recorded training, downloadable documentation, and ticket view and update.
Phone:
1-866-493- 2673
US:
1-303-354-5021
Other Countries Toll
Number:
The IBM Client Success Portal and the Watson CX analytics (CXA) applications are
interlinked, so the Support Portal requires the User Name, and Password to logon as the
customer experience analytics (CXA) user. After your Watson CX analytics analytics (CXA)
administrator grants you access to the Watson CX analytics (CXA), you will have access to
the IBM Client Success Portal.
Hours of Operation
The Customer Support team is available to provide support via the following channels:
After Hours Support (outside of regular operating hours stated above) is available only for Severity
1 issues on business days/evenings, weekends and holidays.
To request After Hours Support, open a Sev 1 ticket in the portal or please call the support line for
your country from the phone numbers listed above and follow the prompts. Please note the following
information is required for assistance:
Name
Phone Number
E-mail Address
116
Service Request Workflow
Please contact Customer Support via one of the following channels: IBM Client Success Portal or
phone.
Client Success portal: Once your Support Portal ticket has been logged, we review each ticket
and assign a severity based on the issue details submitted. Each ticket is followed through to
closure by Watson CX analytics (CXA) Customer Support personnel.
Phone: We will attempt to answer your questions on the phone. If we determine that we can
better serve you by researching the questions while you are not waiting on the phone, we will
create a ticket to continue the investigation.
Escalation Process
This escalation process is made available for any customer who wishes to pursue a particular
concern regarding an open support request.
Customers should submit a new ticket via http://support.ibmcloud. With the issue summary with
the word as Escalation in subject line of ticket and submit that in support portal.
Reason for the escalation request on previously submitted tickets (please include ticket#), so we
may prioritize your requests accordingly.
Note: To appropriately notify the management team, please do not request an escalation
through a comment in an open ticket or forward a tracking system e-mail that you have
already received as a response. Please note that while we may be able to process some requests
quickly, there may be questions or issues that require a longer time for analysis..
117
Severity Examples
Below are some common examples of support issues and suggested severity levels. These
examples are general guidelines for informational purposes only.
1
Critical to business
Impact/service down:
Business critical functionality is inoperable or
Critical interface has failed. This usually applies
to a production environment and indicates an inability Within 1 hour 24x7
to access services Resulting in a critical impact on
operations. This condition requires an immediate Solution
118
Appendix AY: Watson IOT: IBM Predictive Solutions and IBM Enterprise
Asset and Facility Management
Note: On May 2, 2017, Insights Foundation for Energy on Cloud was renamed to
IoT for Energy and Utilities on Cloud
119
IBM Enterprise Asset Management Anywhere on Cloud (Maximo)
IBM Enterprise Asset Management - Inventory Analytics on Cloud (Maximo Inventory In-
sights)
Web: Please open a ticket via the IBM Client Success Portal at: https://support.ibmcloud.com. If
you haven't previously used this site, please follow the "Need an account?" link to request access.
Email: You can email your request for technical support to the address applicable to your service in
the table below. This will route the ticket created from your email message to the appropriate sup-
port team.
If you are contacting us regarding an existing support ticket, please ensure that the ticket number,
in the format #5377-xxxxxxx, is included in the subject field of your message.
120
Hours of Operation
Open a service request via the Client Success Portal. The Client Success Portal is a web
based tool that is available 24 x 7.
For non-system down issues, see the hours of operation for your offering.
To request After Hours Support, please create a Service Request (SR) via the Client Success Por-
tal, https://support.ibmcloud.com. Please include Sev 1 in the summary or subject line to highlight
service down and select Severity 1 for the Severity field. This will notify a member of our after-hours
support staff.
Supported Language(s)
English
121
Escalation Process
This escalation process is made available for customers who wish to pursue a particular concern
regarding an open support request. Customers should submit a new ticket or e-mail via http://sup-
port.ibmcloud.com with the issue summary or e-mail subject line of Escalation and the following
information in the body of the ticket:
Ticket number needing escalation in the format of 5377-xxxxxxx. Please do not use the #5377 or
copy from a ticket e-mail that was received. This contains code that will not be seen by our alerting
system.
Reason for the escalation request on previously submitted tickets (please include Client ID that
was used to open this ticket), so we may prioritize your requests accordingly.
Note: To appropriately notify the management team, please do not request an escalation
through a comment in an open ticket or forward a tracking system e-mail that you have al-
ready received as a response. Please note that while we may be able to process some requests
quickly, there may be questions or issues that require a longer time for analysis.
Severity Examples
Refer to the Severity Level Guidelines & Response Time Objectives section in the beginning of this
handbook.
The SaaS Flex Service Desk is your central portal to communicate any problems or issues you are
having with your environment. With the Service Desk, you can open Service Requests (SRs) which
will be routed and assigned to our team accordingly. While you can contact your client coordinator
directly, opening an SR is the desired approach as it will ensure we have a record of the incidents,
and in the case of a critical or Severity 1 issue, will ensure the on-call personnel are aware of the
problem.
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Appendix AZ: IBM X-Force Exchange Commercial API
Contacting Customer Support
https://www-01.ibm.com/software/security/ibm-saas/support/index.html
Hours of Operation
24 x 7 x 365
After Hours Support Severity 1 Incidents Only
After Hours Support is available only for Severity 1 issues on business days, weekends, and
holidays. Severity 1 issues require that the client is available to help diagnose issues during the 24
x 7 period; otherwise the ticket will be down-graded to Severity 2.
Supported Language(s)
English
Only those authorized members of your technical support staff can submit support tickets.
Authorization is granted by your Site Technical Contact. You define the severity of the issue based
on your business needs. Severity Level Guidelines & Response Time Objectives are described in
an earlier section of this handbook.
Email: SSaaSSpt@us.ibm.com
For existing tickets please place your ticket number in the subject line in the format of
Case#xxxxxxxx - [ ref:xxxxxxx.xxxxxxxxxx:ref ]
For new tickets, when sending an email, note the product that you are using, issues you are having,
billing, login failure, service not running, etc.
123
Severity Examples
1 The X-Force Exchange Commercial API service is not accessible
If you would like to escalate an issue or are dissatisfied with the handling of your case ask to speak
with a manager.
124
Appendix BA: IBM Cloud Video Media
IBM-Branded offerings: IBM Clearleap provides standard web-based and phone-based product
support for entitled customers who have purchased IBM Clearleap offerings. This baseline support
is included as part of SaaS hosted service. For-fee services are not included in baseline support
customers should contact their services representative who assisted with such services, per the
arrangements made during that engagement.
The Knowledge Base, Training, and Customer Community are also accessible by using the Support
Portal for entitled users who are authorized to access those sites.
Heritage Clearleap offerings: IBM Clearleap provides standard web-based and phone-based
product support for entitled customers. For-fee services are not included in baseline support
customers should contact their services representative who assisted with such services, per the
arrangements made during that engagement.
The Knowledge Base, Training, and Customer Community are also accessible by using the Support
Portal for entitled users who are authorized to access those sites.
Hours of Operation
For urgent business impacting issues an after-hours ticket can be logged by using the customer
support portal:
Link for opening an After-Hours Support ticket: http://support.clearleap.com
125
Service Request Workflow
Contact Customer Support by using one of the following channels:
Support web portal: http://support.clearleap.com
Once your Support Portal ticket is received, we carefully review it and assign it to the
correct support group based on the issue details submitted.
Email - support@clearleap.com
Phone:
1.888.520.5327
We will do our best to resolve your issue on your first call to us. If we determine that we can
better serve you by researching the questions while you are not waiting on the phone, we
will keep your support ticket open until your issue is resolved to your satisfaction; you can
track your support tickets in the Support Portal and we will also notify you of progress by
using phone or email.
Escalation Process
If at any point you are unsatisfied with the support you are receiving, please ask to speak to a
manager and they will be happy to address your concerns.
Severity Examples
Below are some common examples of support issues and suggested severity levels. These
examples are general guidelines for informational purposes only.
Severity Examples
3 Minor business impact: Indicates the service Within 4 busi- M-F business
or functionality is usable and it is not a critical ness hours hours
impact on operations.
126
Appendix BB: IBM z Operational Insights
The support information provided in this section applies to the following offering: IBM z
Operational Insights (IBM zOI).
IBM zOI Free Service: Customers of this service have access to a forum
(https://ibm.biz/zoi-forum) where you may raise questions and issues. IBM does not provide
a service level agreement for response or a commitment to fix for any questions or issues
raised.
IBM zOI CICS Essentials Pack: Customers with a valid z Operational Insights Subscrip-
tion to the IBM zOI CICS Essentials Pack can access our Support teams via the IBM Client
Success Portal at https://support.ibmcloud.com
A customer can access the appropriate support channel by clicking on the Report a Problem link in
the IBM z Operational Insights when they are logged into the service
Hours of Operation:
IBM Client Success Portal: 8 A.M. to 5 P.M. U.S. Eastern Time, Monday to Friday (excluding
U.S. holidays)
Support issues may be opened or updated 24 x 7 via the IBM Client Success Portal; however,
responses to issues are not guaranteed outside of the normal hours of operation stated above.
Supported Language(s)
English
Escalation Process
This escalation process is made available for customers who wish to pursue a particular concern
regarding an open support request. If at any point you are unsatisfied with the support you are
receiving, please ask to be contacted by a Support Manager. The Support Manager will be happy
to address your concerns.
127
Severity Examples
Below are some common examples of support issues and suggested severity levels. These
examples are general guidelines for informational purposes only.
Severity Example
Severity 1 The IBM z Operational Insights site is not available
Severity 2 A defect restricts the use of the Service by you due to (i) in ability to log-in; (ii)
unavailability of certain features and functions but does not completely
prevent use of Service; or (iii) performance degradation or poor response
time.
Examples: Data Upload Issues; Individual User can not log-in.
Severity 3 A defect causes operational inconvenience to you but no significant
interference with the service.
Severity 4 A minor or cosmetic defect (such as typographical error or an error on a
screen layout) that has minimal or no impact on you.
128
Appendix BC: IBM Watson Virtual Agent
All customers (including Trial users) are provided free support through our community support at:
https://developer.ibm.com/answers/topics/watson-virtual-agent.html (used for product issues) or on
Stack Overflow at http://stackoverflow.com/questions/tagged/watson-virtual-agent (used for
technical programming questions). Developers monitor both forums regularly, however no
response time objectives are offered.
Customers that have purchased a subscription to the service will also receive ticketed, technical
support with the response time objectives defined in the Severity Example section below. The IBM
Client Success Portal is intended for your technical support personnel to contact the Watson
technical support team and not intended for use by your users.
IBM Client Success Portal: https://support.ibmcloud.com/ics/support/mylogin.asp
Only those members of your authorized technical support staff can submit problem
records by using the Client Success Portal. Authorization is granted by your Site
Technical Contact and access to the Client Success Portal is provided by IBM.
Additionally, IBM will provide case management involving issues with the service. IBM
will investigate the issue through diagnostic tasks. If the cause of the issue is
determined to be related to the service, IBM will manage the case through to problem
mitigation. If the cause of the issue is determined to be in an area of client
responsibility such as but not limited to external extensions or integrations, IBM will
provide available diagnosis uncovered in the triage process to assist the client in
problem mitigation.
Severity Examples
The following are some common examples of support issues and suggested severity levels. These
examples are general guidelines for informational purposes only.
129
Severity Example Standard Premium Response Time Coverage
Response Time Response Time
Objectives Objectives
1 The user interface is down or not Within 1 hour Within 1 hour 24x7
responding.
2 Users can log in and/or use the Within 2 hour Within 90 minutes Hours of Operation
service, but the system is slow to
respond.
Hours of Operation
IBM Client Success Portal: 24 x 7
Sunday 7:00 PM EST Friday 6:00 PM EST (excluding US/Italian/Australian holidays).
Please see holiday schedule at: http://ibm.biz/bluemixholidays
After Hours Support is available only for Severity 1 issues only. For Severity 2, 3, or 4; support
issues can be opened or updated 24x7 via the Client Success Portal. However, responses to
issues are not guaranteed outside of the normal hours of operation that are stated.
Supported Language(s)
English
Satisfaction Surveys
We periodically survey customers to obtain additional feedback on recent experiences with
Customer Support. The survey focuses on quality of support provided and overall experience. The
survey results are reviewed by management. IBM reserves all rights, title and interest in and to any
feedback that you provide to IBM, including without limitation, in the form of suggestions, ideas,
concepts, improvements, reports and any other materials, whether written or oral.
130
Appendix BD: IBM Cloud UrbanCode Deploy
When submitting a problem to IBM Software Support about a particular service request,
please have the following information ready:
Through the IBM Support Portal or IBM Services site(s), you may post support questions and
problems electronically to the IBM support specialists with the best skills for your request. Prior to
submitting a problem via the Internet you will need the same information as if you were reporting a
problem by telephone. This capability allows you to put all of the pertinent information about your
problem into the problem record via the Internet without having to wait for someone to call you
back. This should save you time and help with problem resolution time. Refer to the Contacts
section for more information on the tools available to submit problems electronically.
If you are submitting or updating a severity one problem or raising the severity of an existing
problem to severity one and it is outside of normal business hours in your country you should open
your problem by voice or follow-up your web submission with a call to your local support center
referencing the problem number you receive on the web. We want to ensure that your emergency
call will be handled appropriately.
Voice access
IBM Voice Support is available for most Series z platform software products and to all current
support contract holders through a Single Point of Contact (SPOC) telephone number in your
country (where available). You will be required to provide your IBM Customer Number for validation
of the support service to which you are entitled to as well as the product about which you are
calling. Please refer to IBM's Planetwide Site for specific country phone numbers. In most cases,
we provide native language support.
131
Hours of Operation
Email: Monday 8:00 AM - Friday 5:00 PM (customers local time zone, excluding IBM company
observed holidays)
After Hours Support (outside of regular operating hours stated above) is available only for severity 1
issues on business days/evenings, weekends and holidays.
Note: Support requests can be submitted after hours, but will not be assigned/addressed until the
following business day.
Supported Language(s)
English
Once logged, a unique Service Request record (PMR) is created. Please make note of this Service
Request number, Incident number, or Support Case number and use it in any future communication
on this issue with the support center. Your Service Request is routed to a resolution team for
handling.. A resolution team is simply a group of software support specialists. You may be
transferred directly to the resolution team or your issue will be placed in a queue for response. In
either case, the next person to contact you will be a specialist in the appropriate resolution team.
At the resolution team level your Service Request is researched, resolved, or escalated as
appropriate. Due to the level of specialization required to maintain superior technical expertise at
the team level, it is sometimes necessary to involve more than one support team in resolving a
particular software problem. This is easily handled, as our support teams are all networked together
and work as one to resolve whatever problems or issues arise.
Escalation Process
We believe IBM Support is "Best of Breed." If at any point in our service process, you feel we are
not meeting our commitments to you (as outlined in this handbook), you may call our attention to
this problem by doing one or all of the following:
1. Be certain to explain the business impact of your problem to the service representative
2. Raise the Severity Level of the problem
3. Ask to speak to the person's manager - Escalations to an IBM manager will receive prompt atten-
tion and management focus. You can find contact numbers for your geographic area in the IBM Di-
rectory of worldwide contacts.
4. Ask for a "Duty Manager" - The Duty Manager or field manager will work with our technical staff to
ensure your request is being handled appropriately.
132
5. After allowing the Duty Manager time to make an impact, if further escalation is required then open
a Complaint or nominate as a Critical Situation ("CritSit"), if warranted, by asking any member of
your IBM Client team to do so on your behalf.
Severity Examples
Below are some common examples of support issues and suggested severity levels.
These examples are general guidelines for informational purposes only.
Severity Examples
133
Appendix BE: IBM Weather Company Data
This covers data package when companies subscribe directly to a data offering. Customer who
subscribe to data packages embedded in other products or solutions like energy product, Weather
Alerts or Weather for Analytics view the product/solution specific support process within the SaaS
Support Handbook.
Technical Support
Technical support for the IBM SaaS is provided via email customerservice@weather.com or
telephone 1.978.983.6350. Technical support is offered with the IBM SaaS and is not
available as a separate offering. The following severities apply to data availability and data
accuracy only.
Note: Issues related to constructing or submitting API calls must only be submitted via
email at customerservice@weather.com and will be responded to the next business day.
134
Appendix BF: IBM Application Integration Suite on Cloud
Contacting Customer Support
Please submit a new ticket via the IBM Support Portal at https://www.ibm.com/support/entry/portal
Hours of Operation
IBM Support Portal: 24 x 7
The support team is available during business hours, Sunday 8:00 PM Friday 8:00 PM
Eastern Standard Time zone, US, excluding US company holidays.
Supported Language(s)
English
Escalation Process
Please follow the escalation process documented at:
http://www.ibm.com/support/customercare/sas/f/handbook/getsupport.html#9
Severity Examples
Please reference the general examples provided at:
http://www.ibm.com/support/customercare/sas/f/handbook/getsupport.html#9
135
Appendix BG: IBM Support Enablement for Box
136
Severity Severity Definition For customers For customers
that have not who have
purchased Box purchased Box
Enhanced Enhanced
Support Services Support Services
1 Critical business impact/service down: Business critical 4 business hours 1 hour
functionality is inoperable or critical interface has failed.
This usually applies to a production environment and
indicates an inability to access services resulting in a
critical impact on operations. This condition requires an
immediate solution.
2 Significant business impact: A service business feature or 8 business hours 2 hours
function of the service is severely restricted in its use or
you are in jeopardy of missing business deadlines.
3 Minor business impact: Indicates the service or 1 business day 2 hours
functionality is usable and it is not a critical impact on
operations.
4 Minimal business impact: An inquiry or non-technical 1 business day 2 hours
request
Supported Language(s)
The primary language of the support team is English; however, local language access during
business hours is available in many major countries
Escalation Process
We believe IBM Support is "Best of Breed". If at any point in our service process, you feel we are
not meeting our commitments to you (as outlined in this handbook), you may call our attention to
this problem by doing one or all of the following:
Be certain to explain the business impact of your problem to the service representative.
Submit a new ticket via https://www.ibm.com/support/servicerequest or support@collabserv.com
with Escalation written in the Issue Summary (ticket through portal) or as the subject line of the
email.
The following information should be included in the body of the ticket/email:
Ticket number needing escalation in the format of 5377-xxxxxxx into email body.
Please do not use the # as part of the ticket number or copy ticket e-mail that was
received into escalation email body. It contains code that will not be seen by our
alerting system.
Reason for the escalation request on previously submitted tickets (please include Client
ID that was used to open this ticket), so we may prioritize your requests accordingly.
Note: To appropriately notify the management team, please do not request an
escalation through a comment in an open ticket or forward a tracking system e-
mail that you have already received as a response. Please note that while we
may be able to process some requests quickly, there may be questions or issues that
require a longer time for analysis.
Ask to speak to the service representative's manager - Escalations to an IBM manager will receive
prompt attention and management focus.
Ask for a "Duty Manager" - the Duty Manager or field manager will work with our technical staff to
ensure your request is being handled appropriately. To invoke the Duty Manager process, please
call 800-426-7378 and ask for a "Duty Manager".
137
Appendix BH: Resilient Incident Response Platform
Hours of Operation
IBM Resilient Customer Success Hub: 24 x 7
The support team is available during business hours, 9:00 am - 7:00 pm US EST Monday
through Friday, excluding IBM company observed holidays.
o Off shift support is available for Sev 1 issues 24x7
138
Response Time Objectives
Standard Plan
Urgent High Normal Low
First 2 hrs. 2 hrs. 3 hrs. 8 hrs.
Response
Customer 5 hrs. 5 hrs. 2 days 7 days
Updates
6 hrs. 6 hrs. 3 days 10
Escalation days
24/7 Resilient Business Hrs
Note: Severity Level 1 cases must be submitted via telephone. Severity 1 target initial response
times do not apply to cases submitted via email.
Resilient must be able to reproduce errors in order to resolve them. Customer agrees to cooperate
and work closely with Resilient to reproduce errors, including conducting diagnostic or
troubleshooting activities as requested and appropriate. Also, subject to Customer's approval on a
case-by-case basis, Users may be asked to provide remote access to their Resilient Systems
platform for troubleshooting purposes.
Escalation Process
Please submit a new ticket via the IBM Resilient Customer Success Hub
https://success.resilientsystems.com/agent
To expedite your escalation request, include the information below in the body of the ticket:
The ticket number needing escalation.
A brief summary of the reasons for the escalation request. This ensures all of
your open support tickets are prioritized appropriately.
1. Speak to the Support representative handling your issue, be certain to explain the business
impact of your problem and discuss raising the Severity Level of the problem
2. Ask to speak to the Support Manager - Escalations to an IBM manager will receive prompt
attention and management focus.
139
Appendix BI: IBM Cloud Video Streaming
IBM-Branded offerings: IBM Ustream provides standard web-based and phone-based product
support for entitled customers who have purchased IBM Ustream offerings. This baseline support
is included as part of SaaS hosted service. For-fee services are not included in baseline support
customers should contact their services representative who assisted with such services, per the
arrangements made during that engagement.
The Knowledge Base, Training, and Customer Community are also accessible by using the Support
Portal for entitled users who are authorized to access those sites.
Heritage Ustream offerings: IBM Ustream provides standard web-based and phone-based
product support for entitled customers. For-fee services are not included in baseline support
customers should contact their services representative who assisted with such services, per the
arrangements made during that engagement.
The Knowledge Base, Training, and Customer Community are also accessible by using the Support
Portal for entitled users who are authorized to access those sites.
Standard Support
IBM Ustream provides standard web-based and phone-based product support for entitled
customers who have purchased IBM Ustream during the hours of operation defined below.
For IBM Ustream offerings, baseline technical support is provided for the platform as part of
the overall purchase and is not available as a separate offering. For heritage offerings sold prior to
IBM branding, existing terms and conditions continue to apply.
Hours of Operation
Supported Language(s)
English, Japanese (written only for Japanese)
140
Click on raise a ticket or visit this site https://www.ustream.tv/support-ticket
Once your Support Portal ticket is received, we carefully review it and assign it to the
correct support group based on the issue details submitted.
Phone: 1-415-489-9235
We will do our best to resolve your issue on your first call to us. If we determine that we can
better serve you by researching the questions while you are not waiting on the phone, we
will keep your support ticket open until your issue is resolved to your satisfaction; you can
track your support tickets in the Support Portal and we will also notify you of progress by
using phone or email.
Escalation Process
If at any point you are unsatisfied with the support you are receiving, please ask to speak to a
manager and they will be happy to address your concerns.
Severity Examples
Below are some common examples of support issues and suggested severity levels. These
examples are general guidelines for informational purposes only.
Severity Examples
141
Appendix BJ: IBM Watson Marketing Insights
General Availability
There are two channels to contact Customer Support for Watson Marketing Insights
24 x 7 IBM Client Success Portal: https://support.ibmcloud.com
E-mail: pcasupp@us.ibm.com
Hours of Operation
Hours of Operation Sunday 10:00 PM - Friday 8:00 PM, US eastern time zone, excluding IBM
company observed holidays.
Supported Language(s)
English
Escalation Process
This process is made available to any customer who wishes to pursue a particular concern
regarding an open support request. Customer should submit a new ticket or email via
http://support.ibmcloud.com or pcasupp@us.ibm.com with the issue summary or e-mail subject line
of Escalation and the following in the body of the ticket:
Ticket number needing escalation in the format of 5377-xxxxxxx. Please do not use the
#5377 or copy from a ticket e-mail that was received. This contains code that will not be
seen by our alerting system.
Reason for the escalation request on previously submitted tickets (please include Client ID
that was used to open this ticket), so we may prioritize your requests accordingly.
Note: To appropriately notify the management team, please do not request an escalation through a
comment in an open ticket or forward a tracking system e-mail that you have already received as a
response. Please note that while we may be able to process some requests quickly, there may be
questions or issues that require a longer time for analysis.
Severity Examples
For response times and other severity level information, please reference the general examples
provided in the beginning of this handbook - Severity Level Guidelines & Response Time
Objectives.
142
Limited Availability
Support is free of charge for Limited Availability and therefore, limited availability is best effort
support. As a result, severity 2, 3 and 4 support will be provided and this does not include business
critical problems or severity 1.
Hours of Operation
Hours of Operation Monday 9:00 AM - Friday 5:00 PM, US eastern time zone, excluding IBM
company observed holidays.
Supported Language(s)
English
Severity Examples
For response times and other severity level information, please reference the general examples
provided in the beginning of this handbook - Severity Level Guidelines & Response Time
Objectives.
143
Appendix BK: IBM Watson Content Hub
Contacting Customer Support
The IBM Service Request (SR) application is used to open and update service requests online. The
IBM Service Request application is accessed through the IBM Support Portal:
https://www.ibm.com/support/entry/portal
Hours of Operation
IBM Support Portal: 24 x 7
The support team is available during business hours, Monday 8:00 AM Friday 5:00 PM, in
the customer's time zone, for all severities.
Supported Language(s)
English
French
Italian
German
Spanish
Brazilian Portuguese
Japanese
Traditional Chinese
Simplified Chinese
Escalation Process
This escalation process is made available for any customer who wishes to pursue a particular
concern regarding an open support request. Please call 1-800-IBM-SERV (1-800-426-7378),
reference your PMR number and request to speak to the Duty Manager
Severity Examples
Below are some common examples of support issues and suggested severity levels. These
examples are general guidelines for information purposes only.
Severity Examples
A defect prevents you from accessing or using the application due to (i)
1 system downtime, hang or crash; or (ii) widespread unavailability of critical
features or functions
A defect restricts the use of the application by you due to (i) unavailability of
2 the certain features and functions but does not completely prevent use of
the application; or (ii) performance degradation or poor response time
A defect causes operational inconvenience to you but no significant
3 interference with the application
144
Appendix BL: IBM The Weather Company Alerts
This product has built-in functionality allowing customer to manage support tickets. Refer
to the product documentation for details. The product documentation can be found in the
Customer Success Portal. Access to the Customer success portal requires customer
portal registration. Registration is performed for entitled customers as part of the service
provisioning process and communicated to the customer in the welcome email they
receive.
145
Appendix BM: IBM The Weather Company Advanced Analytics
IBM SPSS Modeler support Contact SPSS support per the terms of your
support agreement for SPSS modeler.
Customers wanting to take advantage of the This extension is as-is and not formally
SPSS modeler extension to access weather supported by IBM. Support for extension
data APIs can download these extension from maybe available through the SPSS online user
the SPSS user community community documentation and forum.
146
Appendix BN: IBM The Weather Company Energy offerings
Customers first point of contact is your regional focal. If your regional contact is unavailable, please
contact Meteorological Operations via email mo_desk@wsi.com or telephone 1.978.983.6352 to
resolve your support issue.
8 AM to 5 PM
First contact is your Identified by your
customer local time, English
regional focal. account executive.
business days only.
147
Appendix BO : IBM ECM SaaS Hosted Offerings
Content Manager OnDemand on Cloud
Case Manager on Cloud
Content Foundation on Cloud
Datacap on Cloud
Content Manager Enterprise Edition on Cloud
Cloud Enterprise Records
Voice access
You will be required to provide your IBM Customer Number for validation of the support service to
which you are entitled to as well as the product about which you are calling. Please refer to IBM's
Planetwide Site for specific country phone numbers.
Hours of Operation
IBM Support Center hours cover the prevailing business hours in the country where your ECM
SaaS Hosted Offering is licensed and/or your contract is registered.
148
After Hours Support
During offshift hours we will use commercially reasonable efforts to respond within one hour to
service requests which you specify to be Customer Critical problems (severity 1). Normal country
business hours are defined by your time zone and the prevailing business hours within your
country, e.g.: 8:00am to 5:00pm in North America or 9:00am to 6:00pm in some parts of Asia and
Europe, Monday through Friday, except national holidays. Offshift hours are defined as all other
hours outside of normal country business hours. An appropriately skilled technical person from your
site must be available to work with IBM's technical support staff during the entire time we are
performing support services outside of normal country business hours. IBM recommends that you
use voice or place a follow-up call to the local support center with the electronic PMR/Service
Request number. This action helps to ensure a prompt response.
Supported Language(s)
The primary language of the support team is English. However, local language access during
business hours is available in many major countries.
Escalation Process
We believe IBM Support is "Best of Breed." If at any point in our service process, you feel we are
not meeting our commitments to you (as outlined in this handbook), you may call our attention to
this problem by doing one or all of the following:
1. Be certain to explain the business impact of your problem to the service representative.
2. Raise the Severity Level of the problem.
3. Ask to speak to the person's manager - Escalations to an IBM manager will receive prompt
attention and management focus. You can find contact numbers for your geographic area
in the IBM Directory of worldwide contacts.
4. Ask for a "Duty Manager" - The Duty Manager or field manager will work with our technical
staff to ensure your request is being handled appropriately.
5. After allowing the Duty Manager time to make an impact, if further escalation is required
then open a Complaint or nominate as a Critical Situation ("CritSit"), if warranted, by asking
any member of your IBM Client team to do so on your behalf.
Severity Examples
Refer to the Severity Level Guidelines & Response Time Objectives section in the beginning of this
handbook.
149
Appendix BP: IBM BigFix Enhanced Management for Windows 10 and OS X
Phone:
o US (800) 546-5750
o United Kingdom (800) 085-3140
o India (800) 400-7016
o New Zealand (050) 861-7047
o Australia (800) 713-826
o International (215) 664-1615
Email: Support@maas360.ibm.com
o MaaS360 support will respond to all e-mails immediately with a Case and Refer-
ence number. Critical issues should always be called in to one of the General Sup-
port phone numbers above.
Hours of Operation
Available 24 x 7 x 365 on all products
Supported Languages
Provided in English 24x7x365
Japanese language support will be provided during Japan Business hours, Monday through
Friday, by email only. If a phone call is necessary to further resolve your issue, please re-
quest that in an email to the Japanese support team, and they will reach out to you with a
call back.
Escalation Process
An escalation elevates the urgency level of a situation to minimize business impact. A case
may be escalated to receive more resources and management attention. An escalation
may be requested by the customer, or initiated by MaaS360. If you would like to escalate
an issue or are dissatisfied with the handling of your case, contact your Account Manager.
Your Account Manager will request the escalation and notify the Support Manager.
150
Severity Examples
Severity Example
Problems or issues with the service that interrupt or prevent the entire customer
Critical population from performing regular business operations
(Severity 1) Problems or issues caused by the service having a catastrophic impact on regular
business operations
Problems or issues with the service that interrupt or prevent a significant percentage of
High the customer population from performing regular business operations
(Severity 2) Problems or issues caused by the service having a major impact on regular business
operations
Problems or issues with the service that interrupt or prevent a small percentage of the
Medium customer population from performing regular business operations
(Severity 3) Problems or issues caused by the service having a significant impact on regular
business operations
Problems or issues with the service that interrupt or prevent an individual user from
Low performing regular business operations
(Severity 4) Problems or issues having a minor impact on regular business operations
Information requests
Additional Contacts:
Billing and Registration ID Support
For help on issues related to billing: billing@fiberlink.com
Please reach out to an existing administrator on your portal account as they will be able to
add you to the account. If the existing administrator has left the company, please reach out
to your IBM sales representative as they will mark you as the new person of contact for the
account and they can submit a request to the support team at OPS@fiberlink.com to add
you as the new administrator for your account.
Service Changes
Please reach out to your sales representative to have features activated for your account
as they will then reach out to the support team on your behalf to complete the request for
turning on or modifying account features.
151
Appendix BQ: IBM QRadar Advisor with Watson
Customer Support, assistance with defects and routine, short duration usage questions, is available
via the following channels:
24 x 7 Service Request tool https://www-947.ibm.com/support/servicerequest/Home
Phone: http://www.ibm.com/planetwide/ follow instructions on contacting IBM Software sup-
port
Hours of Operation
Customer local country business hours (i.e. North America; Monday through Friday 8:00
AM to 5:00 PM) excluding national or statutory holidays.
Supported Language(s)
English
Escalation Process
Speak to the Support representative handling your issue, be certain to explain the business
impact of your problem and discuss raising the Severity Level of the problem
Ask to speak to the person's manager Escalations to an IBM manager will receive prompt
attention and management focus. You can find contact numbers for your geographic area in
the IBM Directory of worldwide contacts.
Ask for a "Duty Manager" - The Duty Manager or field manager will work with our technical
staff to ensure your request is being handled appropriately.
After allowing the Duty Manager time to make an impact, if further escalation is required
then open a Complaint or nominate as a Critical Situation ("CritSit"), if warranted, by asking
any member of your IBM Client team to do so on your behalf.
Severity Examples
Severity Example
1 A defect prevents you from accessing or using the Service due to (i) sys-
tem downtime, hang or crash; or (ii) widespread unavailability of critical
features or functions.
2 A defect restricts the use of the Service by you due to (i) unavailability of
certain features and functions but does not completely prevent use of the
Service; or (ii) performance degradation or poor response time.
3 A defect causes operational inconvenience to you but no significant inter-
ference with the Service.
4 A minor or cosmetic defect (such as a typographical error or an error on a
screen layout) that has a minimal or no impact on you.
152
Appendix BR: IBM Db2 on Cloud
For support with IBM Bluemix, review getting customer support documentation:
https://console.ng.bluemix.net/docs/support/index.html#getting-customer-support
Hours of Operation
Sunday 21:30 UTC to Friday 23:59 UTC (excluding US/Italian/Australian Holidays).
Supported Language(s)
English
153
Appendix BS : IBM Db2 Warehouse on Cloud
Contacting Customer Support
Support will be provided through Bluemix support: https://support.eu-gb.bluemix.net/gethelp/
For support with IBM Bluemix, review getting customer support documentation:
https://console.ng.bluemix.net/docs/support/index.html#getting-customer-support
Hours of Operation
Sunday 21:30 UTC to Friday 23:59 UTC (excluding US/Italian/Australian Holidays).
Supported Language(s)
English
154
Appendix BT : IBM Cloud Management Console for Power Systems
Problem tickets can be submitted 24x7 via an online problem reporting system.
Before opening a ticket we recommend that you view the documentation that is provided in the
online support system's Help Center and Community sections.
Hours of Operation
Support is available to assist between the regular business hours of 8 AM to 5 PM U.S. Central
Standard Time, Monday to Friday (excluding holidays).
Escalation:
Send an email to support@ibmcmc.zendesk.com with the word "Escalation" in the subject line.
Ensure that there is a corresponding ticket with an urgent priority already filed and provide the ticket
number in the email text.
Supported Language(s)
English
155
Appendix BU: IBM X-Force Malware Analysis on Cloud
Contacting Customer Support
https://www-01.ibm.com/software/security/ibm-saas/support/index.html
Hours of Operation
24 x 7 x 365
Supported Language(s)
English
156
Severity Level Examples
Below are some common examples of support issues and suggested severity levels. These
examples are general guidelines for informational purposes only.
Severity Examples
1 IBM X-Force Exchange Malware Analyzer is not accessible
3 General issues
Application errors or problems impacting individual users
4 Minor application issues
How to questions
Enhancements
If you would like to escalate an issue or are dissatisfied with the handling of your case ask to speak
with a manager.
157
Appendix BV: IBM Digital Commerce
The support information provided in this section applies to these offerings: IBM Digital Commerce
The Digital Commerce Support team is available from Monday through Friday, 8:00
AM to 5:00 PM in the customer's chosen time zone, excluding IBM designated holidays.
Severity 1 issues are responded to 24 x 7. (Please see the Severity level guideline and Response
Time Objective chart listed at the beginning of this document for response descriptions to all levels
of severities).
To request After Business Hour Support for a Severity 1 issue, please submit a
request to IBM Support Portal describing the issue and select 1 as the ticket Severity. Although
opening a Severity 1 ticket provides an immediate reference number and pages out the support
team, a phone call will also help to alert the team as quickly as possible.
All non-Sev 1 issues, if submitted after business hours, will be responded to during the next
business day according to the Severity Level Guidelines & Response Time Objectives at the
beginning of this document.
Supported Language(s)
English
Escalation Process
If at any point you feel we are not meeting our commitments, please use the escalation process:
1) Contact the Support Analyst (via direct phone, email, or SR) and clarify the business impact of
your problem
2) Call the IBM Software Support number above and ask to speak to the next available technician
(24x7)
3) Raise the severity level of the problem (PMR)
4) Ask to speak to the SMEs manager to gain prompt attention and management focus
Call IBM Software Support and ask to speak to the Duty Manager who will ensure the correct
resources are engaged and focus in place (24x7)
158
Appendix BW: IBM Order Management
The support information provided in this section applies to these offerings: IBM Order
Management
The IBM Order Management Support team is available from Monday through Friday, 8:00
AM to 5:00 PM in the customer's chosen time zone, excluding IBM designated holidays.
Severity 1 issues are responded to 24 x 7. (Please see the Severity level guideline and Response
Time Objective chart listed at the beginning of this document for response descriptions to all levels
of severities). To request After Business Hour Support for a Severity 1 issue, please submit a
request to IBM Support Portal describing the issue and select 1 as the ticket Severity. Although
opening a Severity 1 ticket provides an immediate reference number and pages out the support
team, a phone call will also help to alert the team as quickly as possible.
All non-Sev 1 issues, if submitted after business hours, will be responded to during the next
business day according to the Severity Level Guidelines & Response Time Objectives at the
beginning of this document.
Supported Language(s)
English
Escalation Process
If at any point you feel we are not meeting our commitments, please use the escalation process:
1) Contact the Support Analyst (via direct phone, email, or SR) and clarify the business impact of
your problem
2) Call the IBM Software Support number above and ask to speak to the next available technician
(24x7)
3) Raise the severity level of the problem (PMR)
4) Ask to speak to the SMEs manager to gain prompt attention and management focus
Call IBM Software Support and ask to speak to the Duty Manager who will ensure the correct
resources are engaged and focus in place (24x7)
159
Appendix BX: IBM Store Engagement
The support information provided in this section applies to these offerings: IBM Store Engagement
The IBM Store Engagement Support team is available from Monday through Friday, 8:00
AM to 5:00 PM in the customer's chosen time zone, excluding IBM designated holidays.
Severity 1 issues are responded to 24 x 7. (Please see the Severity level guideline and Response
Time Objective chart listed at the beginning of this document for response descriptions to all levels
of severities). To request After Business Hour Support for a Severity 1 issue, please submit a
request to IBM Support Portal describing the issue and select 1 as the ticket Severity. Although
opening a Severity 1 ticket provides an immediate reference number and pages out the support
team, a phone call will also help to alert the team as quickly as possible.
All non-Sev 1 issues, if submitted after business hours, will be responded to during the next
business day according to the Severity Level Guidelines & Response Time Objectives at the
beginning of this document.
Supported Language(s)
English
Escalation Process
If at any point you feel we are not meeting our commitments, please use the escalation process:
1) Contact the Support Analyst (via direct phone, email, or SR) and clarify the business impact of
your problem
2) Call the IBM Software Support number above and ask to speak to the next available technician
(24x7)
3) Raise the severity level of the problem (PMR)
4) Ask to speak to the SMEs manager to gain prompt attention and management focus
Call IBM Software Support and ask to speak to the Duty Manager who will ensure the correct
resources are engaged and focus in place (24x7)
160
Appendix BY: IBM Configure Price Quote
The support information provided in this section applies to these offerings: IBM Configure Price
Quote
The IBM Configure Price Quote Support team is available from Monday through Friday, 8:00
AM to 5:00 PM in the customer's chosen time zone, excluding IBM designated holidays.
Severity 1 issues are responded to 24 x 7. (Please see the Severity level guideline and Response
Time Objective chart listed at the beginning of this document for response descriptions to all levels
of severities). To request After Business Hour Support for a Severity 1 issue, please submit a
request to IBM Support Portal describing the issue and select 1 as the ticket Severity. Although
opening a Severity 1 ticket provides an immediate reference number and pages out the support
team, a phone call will also help to alert the team as quickly as possible.
All non-Sev 1 issues, if submitted after business hours, will be responded to during the next
business day according to the Severity Level Guidelines & Response Time Objectives at the
beginning of this document.
Supported Language(s)
English
Escalation Process
If at any point you feel we are not meeting our commitments, please use the escalation process:
1) Contact the Support Analyst (via direct phone, email, or SR) and clarify the business impact of
your problem
2) Call the IBM Software Support number above and ask to speak to the next available technician
(24x7)
3) Raise the severity level of the problem (PMR)
4) Ask to speak to the SMEs manager to gain prompt attention and management focus
Call IBM Software Support and ask to speak to the Duty Manager who will ensure the correct
resources are engaged and focus in place (24x7)
161
Appendix BZ: IBM Call Center
The support information provided in this section applies to these offerings: IBM Call Center
The IBM Call Center Support team is available from Monday through Friday, 8:00
AM to 5:00 PM in the customer's chosen time zone, excluding IBM designated holidays.
Severity 1 issues are responded to 24 x 7. (Please see the Severity level guideline and Response
Time Objective chart listed at the beginning of this document for response descriptions to all levels
of severities). To request After Business Hour Support for a Severity 1 issue, please submit a
request to IBM Support Portal describing the issue and select 1 as the ticket Severity. Although
opening a Severity 1 ticket provides an immediate reference number and pages out the support
team, a phone call will also help to alert the team as quickly as possible.
All non-Sev 1 issues, if submitted after business hours, will be responded to during the next
business day according to the Severity Level Guidelines & Response Time Objectives at the
beginning of this document.
Supported Language(s)
English
Escalation Process
If at any point you feel we are not meeting our commitments, please use the escalation process:
1) Contact the Support Analyst (via direct phone, email, or SR) and clarify the business impact of
your problem
2) Call the IBM Software Support number above and ask to speak to the next available technician
(24x7)
3) Raise the severity level of the problem (PMR)
4) Ask to speak to the SMEs manager to gain prompt attention and management focus
Call IBM Software Support and ask to speak to the Duty Manager who will ensure the correct
resources are engaged and focus in place (24x7)
162
Appendix CA: IBM Forms Experience Builder on Cloud
Hours of Operation
IBM Support Portal: 24 x 7
The support team is available during business hours, Monday 8:00 AM Friday 5:00 PM,
in the customer's time zone, for all severities.
Supported Language
English
Escalation Process
This escalation process is made available for any customer who wishes to pursue a particular
concern regarding an open support request. Please call 1-800-IBM-SERV (1-800-426-7378),
reference your PMR number and request to speak to the Duty Manager
Severity Examples
Below are some common examples of support issues and suggested severity levels. These
examples are general guidelines for information purposes only.
Severity Examples
1 A defect prevents you from accessing or using the application due to (i)
system downtime, hang or crash; or (ii) widespread unavailability of
critical features or functions
2 A defect restricts the use of the application by you due to (i) unavailability
of the certain features and functions but does not completely prevent use
of the application; or (ii) performance degradation or poor response time
3 A defect causes operational inconvenience to you but no significant
interference with the application
163
Appendix CB: IBM Fast Data for Business (Cloud Service)
IBM Fast Data for Business (the Cloud Service) is a single-tenant cloud based service enabling
clients to ingest, process and enrich, persist and archive, and distribute their data workloads. This
offering is provided as a managed service in which IBM provides setup and operational support of
the environment used by the client for their data workloads.
Technical support for the Cloud Service is provided via email customerservice@weather.com or
telephone 1.978.983.6350. Technical support is offered with the Cloud Service and is not available
as a separate offering.
Within the conditions outlined in the offering service description, IBM guarantees the availability of
the service and where appropriate, will issue a service credit in the event the service's availability is
impacted. For complete details on the service guarantee, please refer to the service description
document that was provided to you when you subscribed to the service.
Note:
This Cloud Service follows IBMs data security and privacy principals for IBM SaaS which are
available at https://www.ibm.com/cloud/resourcecenter/content/80 and any additional terms provided
in this section. Any change to IBMs data security and privacy principals will not degrade the security
of the Cloud Service.
Hours of Operation
The support team is available during customer local business hours, 8:00 AM - 5:00 PM US
Eastern Time, Monday to Friday, excluding IBM company observed holidays.
After Hours Support Severity 1 Incidents Only
After Hours Support is provided for Severity 1 issues only. Refer to the Severity Level Guidelines &
Response Time Objectives section earlier in this handbook.
Requests submitted by email customerservice@weather.com are always assumed to be Sever-
ity 3 and will not alert our after-hours support staff.
To request support assistance outside of the hours listed above, please open a ticket via telephone
1.978.983.6350, and notify the support representative this is a Severity 1 issue. This will notify a
member of our after-hours support staff.
Supported Languages
English
Escalation Process
We are committed to providing excellent customer service at all times. If our support services fail to
meet your expectations, please feel free to escalate the issue via telephone 1.978.983.6350 and
requesting to speak to a manager.
Severity Examples
Refer to the Severity Level Guidelines & Response Time Objectives section in the beginning of this
handbook.
164
Appendix CC: IBM Cognos Controller on Cloud
The support information provided in this section applies IBM Cognos Controller on Cloud
Hours of Operation
IBM Service Request tool: 24 x 7
The support team is available during normal country business hours as defined by your
time zone (excluding local national holidays). For example, in North America, those hours
are Monday to Friday, 8:00 AM to 5:00 PM.
Escalation Process
We are committed to providing excellent customer service at all times. If our support services fail to
meet your expectations, please feel free to escalate the issue by contacting:
Severity Examples
Please reference the general examples provided in the beginning of this handbook - Severity Level
Guidelines & Response Time Objectives.
165
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166